Customer Experience Representative
L
Lola BlanketsLifestyle and Comfort
Remote in AL, TN, CA, ID, NY, PA, TX, UT, IL, FLContractEntry
Salary not disclosed
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Job Details
- Required Skills
- ShopifyCustomer serviceSlack
Requirements
- Outstanding verbal and written communication skills with a customer-first mindset
- Ability to quickly learn and reliably use standard customer service technology platforms (Gorgias, Shopify, Slack, Email, etc.)
- Previous phone support experience is preferred
- High empathy
- Highly organized and detail-oriented
- Eagerness to learn
- Ability to take constructive feedback
- Ability to work weekend rotations (Friday–Tuesday schedule for 4-5 weeks, once every 3-4 months)
- Available to work 40 hours/week from August through January 31st
Responsibilities
- Provide friendly, professional, and efficient customer support primarily via phone, as well as through email and text when available.
- Listen actively to customer concerns, demonstrate empathy, and work toward effective solutions.
- Process order changes, refunds, replacements, and other account adjustments using internal systems.
- Troubleshoot and resolve customer issues related to orders, shipping, billing, product inquiries, and more.
- Accurately document customer interactions and escalate complex issues when necessary, following all published SOPs from CX Manager.
- Stay responsive, attentive, and up to date on company updates, policies, products, and processes to provide informed support.
- Contribute to a positive team environment by sharing insights and feedback to improve customer experience.
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