Customer Experience Specialist

Vitality Institute; Los Angeles (CA); On-site; USD 55,000 - 85,000; Full time

Job summary

Vitality Institute in Los Angeles is seeking a Customer Experience Specialist to deliver prompt, professional support to accounts across phone, email, and CRM channels. This role sits at the intersection of sales support, order management, and customer care, handling inquiries and proactive outreach with accuracy and timeliness.

The ideal candidate is highly organized, tech-fluent across NetSuite and HubSpot, and capable of switching between tasks and platforms without losing focus on delivering

Qualifications

• Familiarity with NetSuite and HubSpot (or ability to learn quickly).
• Ability to switch between multiple software systems and tasks simultaneously.
• Strong organizational and detail-oriented work style.
• Excellent verbal and written communication; comfortable on the phone.
• Professional, customer-first demeanor with prompt follow-through.
• Ability to collaborate across teams and departments.

Responsibilities

• Inbound support: answer calls and messages promptly, assist with orders and questions.
• Outbound outreach: proactive calls, follow-ups, order confirmations, reminders.
• Manage high volume touchpoints with consistency and follow-through.
• Process, track, and manage orders in NetSuite; resolve discrepancies.
• Log activity and maintain account histories in HubSpot.
• Pivot between multiple software platforms with accuracy.
• Coordinate with shipping to track fulfillment and address issues.
• Collaborate with sales to support accounts and opportunities.
• Identify recurring issues to improve processes.

Skills

Customer service

Organization

Communication

Cross-functional collaboration

Multi-system proficiency

Phone support

Tools

NetSuite

HubSpot

Job description

Position Summary

The Customer Experience Specialist is responsible for delivering prompt, professional, and

proactive support to our accounts across phone, email, and CRM channels. This role lives at the

intersection of sales support, order management, and customer care—fielding inbound

inquiries, conducting proactive outbound outreach, and partnering closely with shipping, inside

sales, and outside sales to ensure every order and interaction is handled accurately and on

time. Success in this role requires someone who is highly organized, technically fluent across

systems (NetSuite and HubSpot), and able to toggle quickly between tasks and platforms

without dropping a beat.

Key Responsibilities

Customer Support & Communication

Cross-Functional Collaboration

• Inbound support: Answer incoming calls and messages promptly and professionally,

  assisting accounts with orders, product questions, account updates, and issue resolution.

• Outbound outreach: Conduct proactive outbound calls and follow-ups -order

  confirmations, reorder reminders, issue resolution, and account check-ins to support

  retention and a best-in-class customer experience.

• Responsiveness: Manage a high volume of touchpoints with consistent follow-through,

  ensuring no inquiry goes unanswered and commitments are met on time.

• NetSuite: Process, track, and manage orders in NetSuite; pull account and order

  information accurately and resolve discrepancies.

• HubSpot: Log activity, manage records, and track customer interactions in HubSpot to

  maintain accurate, up-to-date account histories.

• System agility: Pivot and toggle fluidly between multiple software platforms and systems

  throughout the day, maintaining accuracy and attention to detail across all of them.

• Shipping & operations: Partner with the shipping/logistics team to track fulfillment,

  resolve delivery issues, and keep customers informed.

• Sales channels: Collaborate with inside and outside sales (BAMs) to support accounts,

  hand off opportunities, and ensure a unified, seamless experience across channels.

• Continuous improvement: Surface recurring issues and customer feedback to help

  refine processes and improve the overall customer experience.

Required Qualifications

• Familiarity with NetSuite and HubSpot (or demonstrated ability to learn new systems

  quickly).

• Proven ability to manage and switch between multiple software systems and tasks

  simultaneously.

• Strong organizational skills and a responsive, detail-oriented work style.

• Excellent verbal and written communication skills; comfortable and confident on the phone

  for both inbound and outbound calls.

• A professional, customer-first demeanor with a track record of prompt, reliable follow-

  through.

• Ability to collaborate effectively across teams and departments.

Preferred Qualifications

• Experience in the medical aesthetic, skincare, or related industry (preferred, but not

  required).

• Prior experience in customer experience, customer service, account management, or

  inside sales support.

• Located in or near the Greater Los Angeles area.

Core Competencies

• Organized
• Responsive
• Tech-fluent
• Adaptable
• Collaborative
• Professional
• Prompt
• Customer-first