Customer Experience Specialist

About the role

Enviromedica is more than a natural products company, we're a team dedicated to supporting wellness with integrity and care. Based in North Austin, we've built a modern, collaborative workspace filled with natural light and energy, where every team member contributes to our shared growth. This is an exciting opportunity to be part of a company that values both its people and its customers. Position Overview The Customer Experience Specialist serves as a trusted liaison between our customers and our brand, ensuring a seamless experience across phone, email, and digital channels. This role provides product and service information, assists with orders and fulfillment, and resolves customer issues with accuracy, empathy, and efficiency. In addition to traditional support functions, the Specialist also helps oversee customer reviews, manages service inquiries across eCommerce channels, and collaborates with Sales, Fulfillment, and Operations to deliver consistent, high-quality service. The best Customer Experience Specialists are genuinely excited to help customers. They are patient, empathetic, and clear communicators who can confidently troubleshoot, research solutions, and advocate on behalf of the customer. Success in this role requires adaptability, strong problem-solving skills, and the ability to balance multiple tasks while maintaining a professional, positive attitude. Ultimately, this position is about building trust, creating positive experiences, and ensuring customers feel valued at every stage of their journey.

Responsibilities

• Receive and respond to inbound customer calls, support cases, and email inquiries in a timely and professional manner
• Accurately enter and manage customer sales orders, returns, and related transactional data
• Assist customers with product questions, selection, and troubleshooting
• Provide solutions for order fulfillment, shipping, and delivery issues
• Resolve product or service concerns by identifying the issue, determining the root cause, offering solutions, and following up to ensure satisfaction
• Create, maintain, and update customer accounts in company databases
• Work closely with Sales, Fulfillment, and Operations teams to ensure smooth resolution of customer issues and to share feedback for process improvements
• Maintain up-to-date knowledge of products, promotions, and company policies
• Monitor and respond to customer reviews across platforms, escalating issues as needed
• Handle eCommerce marketplace customer service, ensuring timely case resolution and adherence to channel policies
• Document support interactions and generate reports as needed
• Strive to meet or exceed team performance goals, including response times and customer satisfaction benchmarks

Skills

• Excellent verbal and written communication skills with strong attention to detail