Customer Experience Specialist

To Apply for this Job Click Here

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:

• Respond to escalated customer service inquiries that require additional support beyond the initial BPO interaction.

• Manage warranty-related questions, claims, and resolutions, which will account for approximately 80% of the workload.

• Communicate professionally with customers primarily through email, with some customer interactions taking place over the phone.

• Respond to customer comments and direct messages across the company’s social media channels.

• Address customer service inquiries, product-related questions, and customer feedback with professionalism and accuracy.

• Educate customers on products and assist with troubleshooting, returns, orders, inventory, and fulfillment questions.

• Review fan-inspired artwork and customer-submitted images or text for quality and alignment with brand standards.

• Take ownership of escalated or complex customer concerns and provide thoughtful, personalized solutions.

• Follow up with customers when an issue requires additional research or coordination with another team.

• Work collaboratively with the customer experience team while independently managing assigned cases and priorities.

Qualifications:

• 1-2 years of customer service or other relevant customer-facing experience.

• Strong written communication skills, particularly when assisting customers through email.

• Clear and professional verbal communication skills for customer phone interactions.

• Previous retail, consumer products, call center, hospitality, or high-volume customer service experience preferred.

• Teaching experience may also translate well due to the communication, patience, and problem-solving requirements of the role.

• Strong attention to detail and the ability to review warranty information, customer inquiries, and submitted artwork accurately.

• Ability to work independently, stay productive, and communicate consistently in a fully remote environment.

• Comfortable learning Salesforce and working across multiple systems, communication channels, and competing priorities.

1477396_1791818342

To Apply for this Job Click Here