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Our client, a leading consumer products and outdoor lifestyle brand located in Austin, is seeking a Customer Experience Specialist to support customers with escalated service needs, with approximately 80% of the work focused on warranty-related concerns. This individual will communicate primarily through email while also handling phone interactions, responding to social media comments and direct messages, and addressing product-related questions and feedback. The specialist will also review fan-inspired artwork and customer-submitted content to ensure it meets the appropriate quality and brand standards. The team is fully remote, collaborative, and excited to bring on additional support during a high-volume period. The position is expected to work Monday through Friday from 7:30 a.m.-4:30 p.m. or 8 am – 5 pm and continue through at least January, with the potential to extend through March. Candidates must be based in TX.
Job Responsibilities:
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Respond to escalated customer service inquiries that require additional support beyond the initial BPO interaction.
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Manage warranty-related questions, claims, and resolutions, which will account for approximately 80% of the workload.
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Communicate professionally with customers primarily through email, with some customer interactions taking place over the phone.
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Respond to customer comments and direct messages across the company’s social media channels.
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Address customer service inquiries, product-related questions, and customer feedback with professionalism and accuracy.
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Educate customers on products and assist with troubleshooting, returns, orders, inventory, and fulfillment questions.
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Review fan-inspired artwork and customer-submitted images or text for quality and alignment with brand standards.
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Take ownership of escalated or complex customer concerns and provide thoughtful, personalized solutions.
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Follow up with customers when an issue requires additional research or coordination with another team.
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Work collaboratively with the customer experience team while independently managing assigned cases and priorities.
Qualifications:
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1-2 years of customer service or other relevant customer-facing experience.
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Strong written communication skills, particularly when assisting customers through email.
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Clear and professional verbal communication skills for customer phone interactions.
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Previous retail, consumer products, call center, hospitality, or high-volume customer service experience preferred.
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Teaching experience may also translate well due to the communication, patience, and problem-solving requirements of the role.
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Strong attention to detail and the ability to review warranty information, customer inquiries, and submitted artwork accurately.
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Ability to work independently, stay productive, and communicate consistently in a fully remote environment.
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Comfortable learning Salesforce and working across multiple systems, communication channels, and competing priorities.
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