Customer Experience Specialist

Sierra Dreams; Okotoks; On-site; CAD 48,000 - 50,000; Full time

Job summary

A home textiles company is searching for a Customer Experience Specialist to provide warm, friendly support to customers. You will assist with website navigation, troubleshoot issues, and represent the voice of the customer. Ideal candidates have 5 years of experience in customer service and excellent communication skills. This role offers a competitive salary, benefits package, and generous vacation time.

Benefits

Competitive salary ($48,000-$50,000 annual)

Benefits package after 3 month probation

Generous vacation time policy

Personal use samples of select bedding products

Qualifications

• 5 years of experience in any customer service environment.
• Ability to learn new software suites quickly.
• Knowledge of bedding, textiles, and/or apparel industry is an asset.

Responsibilities

• Communicate warmly and friendly with customers.
• Respond to inquiries within 1 business day.
• Capture and communicate customer feedback effectively.

Skills

Top-tier written communication

Top-tier verbal communication

Interpersonal skills (hospitality, helpfulness, friendliness, tact)

Problem-solving abilities (logic, resourcefulness, resilience)

Tools

CRM tool

Job description

Our Customer Experience Specialist is the warm and friendly representative of the Sierra Dreams brand to our customers. The CX Specialist role is tasked with:

• Assisting customers navigate our website and make purchases,
• Troubleshooting issues with the website, shipping, or product
• Facilitating refunds and returns
• Representing the voice of the customer to the Sierra Dreams team

Our CX team is empowered to make practical decisions that resolve issues. They are also supported by clear and reasonable policies they can rely on. Inbound communication from our customers will come in a variety of formats, such as:

• Email
• Phone
• Chat
• Social media channels

Responsibilities

• Communicating a warm, friendly approach to customers who contact Sierra Dreams, extending virtual hospitality to everyone who interacts with our brand.
• Responding to all customer experience inquiries within 1 business day.
• Developing and sharing expertise on our product lines, company policies, and our website experience.
• Capturing and communicating all customer feedback to various teams (e.g., web dev team, warehouse partners, etc) to ensure customer’s concerns are represented and addressed.
• Supporting the social media team with CX support as a subject matter expert.
• Other administrative duties as required.

Qualifications

• Top-tier written and verbal English communication skills.
• Strong combination of interpersonal skills (hospitality, helpfulness, friendliness, tact) and problem-solving abilities (logic, resourcefulness, resilience).
• 5 years experience in any customer service environment.
• Ability to learn new software suites (e.g., CRM tool).
• Knowledge of bedding, textiles, and/or apparel industry is an asset.

Benefits

• Competitive salary ($48,000-$50,000 annual).
• Benefits package (after 3 month probation).
• Helping to establish the CX department as part of the brand launch.
• Generous vacation time policy.
• Personal use samples of select bedding products and staff pricing (for product knowledge purposes).