Customer Experience Specialist

Kelly; Jacksonville (FL); On-site; USD 52,000 - 72,000; Full time

Job summary

Kelly is seeking a Consumer Experience Specialist in Florida to be a vital link between customers, partners, and internal teams, while supporting digital commerce platforms and customer programs.

This role blends customer service, technical troubleshooting, data analysis, and relationship management to deliver exceptional experiences for consumers and business partners. If you thrive in a fast-paced environment and enjoy solving issues, we would love to hear from you.

Qualifications

• Minimum 2 years in customer support, help desk, technical support, or related roles.
• Strong written and verbal communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office applications (Excel, Word, Outlook, PowerPoint, Teams).
• Ability to learn new systems and technologies quickly.

Responsibilities

• Provide first-line support for customer and business partner inquiries.
• Troubleshoot platform issues and deliver timely resolutions.
• Ensure all interactions comply with applicable privacy regulations.
• Support platform users with onboarding, education, and best practices.
• Manage failed orders and product substitution processes.
• Monitor and resolve order-related issues to ensure a seamless customer experience.
• Collaborate with internal teams to identify service improvements.
• Respond to email inquiries from consumers, customers, and internal partners.
• Build strong working relationships through effective communication and problem-solving.
• Support reporting activities, including data collection, reconciliation, and distribution of business reports.
• Analyze trends and metrics to identify opportunities for growth and efficiency.
• Contribute ideas to enhance customer experiences and digital solutions.
• Participate in special projects and other duties as assigned.

Skills

Customer support

Help desk

Technical support

Communication

Problem-solving

Multitasking

Time management

MS Office

Fast learner

Tools

Microsoft Office

Job description

Make an Impact Through Customer Excellence

Are you passionate about helping customers, solving problems, and supporting innovative digital experiences? We're looking for a Consumer Experience Specialist to serve as a vital connection between customers, business partners, and internal teams while supporting digital commerce platforms and customer programs.

In this role, you'll combine customer service, technical troubleshooting, data analysis, and relationship management to deliver an exceptional experience for both consumers and business partners. If you thrive in a fast-paced environment, enjoy investigating issues, and love helping others succeed, we'd love to hear from you.

What You'll Do

Customer & Technical Support

• Provide first-line support for customer and business partner inquiries.
• Troubleshoot platform issues and deliver timely resolutions.
• Ensure all customer interactions are handled professionally and in compliance with applicable privacy regulations.
• Support platform users with onboarding, education, and best practices.

Order & Program Management

• Manage failed orders and product substitution processes.
• Monitor and resolve order-related issues to ensure a seamless customer experience.
• Partner with internal teams to identify opportunities for service improvements.
• Respond to email inquiries from consumers, customers, and internal partners.
• Build strong working relationships through effective communication and problem-solving.
• Serve as a trusted resource for users navigating digital platforms.
• Collaborate with third-party vendors to support payment processing and compliance activities.
• Assist with system testing, validation efforts, and user acceptance testing for platform enhancements.
• Support reporting activities, including data collection, reconciliation, and distribution of business reports.
• Analyze trends and metrics to identify opportunities for growth and efficiency.
• Contribute ideas that enhance customer experiences and improve digital solutions.
• Participate in special projects and other duties as assigned.

What We're Looking For

Required Qualifications

• Minimum of 2 years of customer support, help desk, technical support, or related experience.
• Strong written and verbal communication skills.
• Excellent problem-solving and troubleshooting abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, PowerPoint, and Teams.
• Ability to learn new systems and technologies quickly.

Preferred Qualifications

• Experience supporting eCommerce, digital platforms, SaaS applications, or online customer experiences.
• Experience analyzing data and reporting metrics.
• Experience working with external vendors or business partners.
• Knowledge of order management or customer service operations.

Success in This Role

You are:

• Customer-focused and solution-oriented.
• A collaborative team player who enjoys helping others succeed.
• Adaptable and comfortable working independently.
• Curious, resourceful, and eager to learn.
• Detail-oriented with a commitment to accuracy and quality.

Why Join Us?

• Be part of a team focused on delivering outstanding customer experiences.
• Gain exposure to digital commerce and technology-driven solutions.
• Work in a collaborative, supportive environment.
• Develop valuable skills in customer engagement, technical support, analytics, and business operations.