CUSTOMER EXPERIENCE SPECIALIST Natural Life is a feel-good lifestyle brand that's spent the last two decades making people give & live happy through clothing, accessories, and home goods — and showing up for community in ways that go beyond the product. We believe it’s the little things that mean the most... that kindness really does matter... you should always be yourself... do what you love & try to make the world a better place. What you will do! The Customer Experience Team Member is to deliver happiness and extraordinary experiences to our internal and external customers. This position is responsible for managing our B2C orders and tickets. - Manage incoming tickets and provide solutions to ensure awesome customer experiences using scripts, macros, and training policies
- Responsible for managing, prioritizing, and finding solutions to all assigned inbound customer tickets, and should a solution not be found, escalate to the team leaders and then manager
- Manage credits, returns, reshipments, customer reviews, and other needed tasks to ensure awesome customer experiences
- Establish and maintain positive relationships with Natural Life retail customers by accurately assessing needs and providing accurate information in a timely fashion
- Complete work assignments within assigned deadlines on time and with minimal errors to ensure awesome customer experiences
- Identify and analyze facts, weigh options and risks, and determine course of action to exceed the expectations of our customers while keeping the Natural Life mission and core values in mind
- Conduct both verbal and written communication in an effective, appropriate, positive, and informative manner in order to ensure awesome customer experiences
- Willingly assist other departments or team members with job assignments, activities, and any items as needed
- Responsible for calling out issues to other teams and management that are causing problems for our customers, acting as the voice of the customer experience for Natural Life
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that the incumbent may be expected or asked to perform. Required Skills and Abilities - Team Orientation & Interpersonal – highly motivated, passionate, and creative team-player with ability to lead and develop collaborative relationships with all levels.
- Communication – Excellent communication skills both verbal & written.
- Customer Service – able to personally provide & inspire the highest level of service and experiences to our internal and external customers.
- Analytical Problem-Solving & Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings, and make thoughtful recommendations considering overall risk, and short-term and long-term impact.
- Adaptability to Change – able to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment.
- Organization & Time Management – able to work independently with minimal supervision, to complete actions within established deadlines, handling multiple priorities with strong attention to detail. Results oriented and data driven.
- Systems & Software – intermediate to advanced level knowledge of Microsoft Office software applications.
Experience and Qualifications - 1+ years in retail or customer experience required, preferable in a retail/wholesale environment
- High school diploma, or equivalent required
- Attention to detail with exceptional time management skills a must
- Knowledge of computer systems and software used in functional area
- Ability to work effectively as a team player
- Ability to work in a fast-paced, quickly changing, energetic environment
Why You’ll Love It Here - Creative and inspiring workspace at our Jacksonville Beach office
- A dedicated, purpose-driven team that lives the Natural Life mission
- Casual, colorful environment with good vibes and dog-friendly energy
- Competitive pay and a thoughtful benefits package designed to support your health, time off, and well-being
- A generous employee discount on Natural Life products
- A chance to grow with a fast-paced, female-founded brand with heart
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