Customer Experience Specialist - Remote

Overview

We’re looking for a motivated, customer-focused professional to join our team as a Customer Experience Specialist for Pepper Joe's. In this role, you’ll be the first point of contact for our customers across multiple sales channels. You’ll provide exceptional service with a focus on one-touch resolution, manage order-related communications, and help maintain a positive brand reputation. When customer inquiries are light, you’ll contribute to special projects that enhance our website and improve the overall customer experience.

In Short

• Respond promptly to phone calls, emails, and platform messages across all sales channels, including Etsy, Shopify, NetSuite, and Amazon.
• Deliver excellent customer service with a focus on resolving issues in a single interaction whenever possible.
• Monitor and manage customer reviews, ensuring timely and professional responses.
• Oversee order management, tracking, and updates across multiple platforms.
• Contribute to special projects during downtime, such as updating website content to provide helpful resources and improve the customer journey.
• Engage in the training and onboarding of new team members, offering coaching and accountability aligned with quality standards.
• Actively participate in cross-departmental initiatives to strengthen the customer experience.

Requirements

• Strong verbal and written communication skills with a professional, friendly tone.
• Results-oriented mindset- balances delivering quality service with achieving business goals.
• Proven ability to manage multiple communication channels efficiently.
• Experience with online sales platforms such as Shopify, Etsy, Amazon, and/or NetSuite.
• Strong problem-solving skills with accuracy, thoroughness, and a one-touch resolution approach.
• Excellent organizational skills and attention to detail.
• High accountability- takes ownership of work, meets deadlines, and follows through on commitments.
• Proficiency with basic computer applications (Microsoft Office).
• Comfort with learning and adapting to new software tools.
• Proactive mindset- looks for opportunities to improve processes and create a positive impact without waiting for direction.

Benefits

• The opportunity to pursue your best self (as an employee, parent, partner, citizen, etc.) We believe coming to work shouldn’t be transactional, but instead should be a purpose-driven experience.
• An entrepreneurial environment where opportunities are endless for those who seek them.
• Recognition for personal, team, and company accomplishments, because Clickstop’s success is a reflection of your engagement and excellence.
• Professional and personal development opportunities.
• We offer great benefits, a competitive compensation package, and a generous amount of time off. But what truly sets us apart is how we work and the environment we work in!