Customer Experience Specialist

Customer Experience & Social Media Specialist

Full-Time | Darby Creek Trading

About Darby Creek Trading:

At Darby Creek Trading, we believe beautiful spaces create meaningful moments. From handcrafted faux floral arrangements and wreaths to seasonal décor and home accents, our products help customers celebrate holidays, welcome guests, decorate their homes, and create memories that last for years.

Every interaction with a customer is an opportunity to create delight. We don't believe customer service is simply answering emails—we believe it's building relationships, solving problems with empathy, and creating customers who can't wait to shop with us again.

We're looking for someone who shares that philosophy.

About the Role:

This is far more than a traditional customer service position.

We're looking for someone who genuinely enjoys helping people, can think creatively, communicates exceptionally well, and understands that every customer interaction reflects our brand.

You'll spend your day helping customers place orders, selecting the perfect products, resolving issues, engaging with our social media community, and creating experiences that surprise and delight our customers.

Some conversations will be simple.

Others will require empathy, creativity, patience, and problem-solving.

We're looking for someone who thrives in both.

What You'll Do:

• Deliver exceptional customer experiences through email, chat, phone, and social media.
• Respond to customer inquiries with empathy, professionalism, and urgency.
• Help customers choose products for their homes, weddings, holidays, and special occasions.
• Resolve order issues, shipping questions, and product concerns while creating positive outcomes.
• Monitor and respond to comments and direct messages across Instagram, Facebook, Pinterest, and TikTok.
• Create engaging social media content including stories, reels, behind-the-scenes moments, customer features, and product highlights.
• Capture photos and videos around our showroom, warehouse, and creative team.
• Celebrate customer successes by sharing user-generated content.
• Identify recurring customer feedback and collaborate with our product and creative teams to improve the customer experience.
• Become an expert on our products, seasonal collections, and decorating styles.
• Look for opportunities to turn satisfied customers into lifelong fans.

What Makes Someone Successful Here:

The best person for this role...

• Naturally puts themselves in the customer's shoes.
• Loves solving problems.
• Is an excellent writer.
• Notices details others miss.
• Enjoys decorating, design, and beautiful spaces.
• Can switch effortlessly between professionalism and warmth.
• Doesn't rely on canned responses.
• Understands that every interaction should feel personal.
• Thinks creatively when solving problems.
• Can remain calm during difficult conversations.
• Understands social media trends and enjoys engaging with customers online.

Qualifications:

• 2+ years of customer service, customer experience, hospitality, retail, or similar experience.
• Strong written communication skills.
• Excellent grammar and spelling.
• Experience with Shopify, Gorgias, Zendesk, or similar customer service platforms is a plus.
• Experience managing business social media accounts preferred.
• Comfortable creating simple photo and video content using a smartphone.
• Familiarity with Canva, or similar content creation tools is a plus.
• Ability to multitask while maintaining attention to detail.
• Passion for home décor, faux florals, interior design, or seasonal decorating is highly preferred.

Why You'll Love Working Here:

• Join a growing premium home décor brand.
• Work alongside a creative and passionate team.
• Opportunities to contribute beyond your job description.
• Employee discounts.
• Paid time off.
• Health benefits, 401k. 
• Opportunities for growth as our company continues to expand.

About Darby Creek Trading

Darby Creek Trading is a growing direct-to-consumer home décor company specializing in premium faux florals, seasonal décor, wreaths, and elevated home accents. We create beautiful, high-quality products that help customers bring warmth, style, and personality into their homes.

Founded with a passion for timeless design and craftsmanship, Darby Creek Trading has grown into a nationally recognized brand serving customers across the country. Our products are designed with an emphasis on quality, realism, and exceptional customer experience.

We are a small, collaborative team where every employee has an opportunity to make an impact. We value attention to detail, ownership, creativity, and a commitment to delivering an outstanding experience for our customers.

If you enjoy working with beautiful products, solving problems, and being part of a growing company where your contributions matter, we would love to meet you.