Customer Experience Specialist

Alton Lane; Richmond (VA); Hybrid; USD 40,000 - 55,000; Full time

Benefits offered by this job

Employee discount program

Collaborative team environment

Career growth opportunities

Exposure to leadership

Job summary

A growing fashion company in Richmond, Virginia, is seeking a Customer Experience Specialist to manage client communications and enhance customer service. This role requires a Bachelor's degree and at least 2 years of experience in customer service. Candidates must be empathetic and detail-oriented, with strong technical skills preferred. Join our dynamic team for a rewarding career with opportunities to grow and innovate while enjoying perks like employee discounts on luxury products. Flexible hours are included.

Qualifications

• 2+ years experience in a customer service or retail management role.
• Ability to handle escalated customer issues with empathy.
• Self-starter with flexibility to handle competing priorities.

Responsibilities

• Manage client experience through phone, email, and chat.
• Collaborate with cross-functional teams to answer inquiries.
• Ensure timely and respectful communication with customers.

Skills

Customer service excellence

Multitasking

Empathy

Technical skills (Netsuite, Zendesk, JustCall)

Education

Bachelor's Degree or equivalent work experience

Tools

Netsuite

Zendesk

JustCall

Job description

Alton Lane is actively hiring for Customer Experience Specialist for our growing Customer Experience Department as we are growing rapidly. We are actively hiring a team member to work 32 hours Tuesday-Friday 1:00pm to 10:00pm EST with the occasional weekend shift as needed.

A Customer Experience Specialist is passionate about developing new processes, organization, supporting a team, and providing an unsurpassed service experience to our customers.

A career at Alton Lane is both fast‑paced and highly rewarding. Working here means being entrepreneurial, leading with integrity, taking initiative, thinking big, and working as a team to expand our presence across the country, introducing our brand to new customers, and taking ownership of driving our business to new heights.

Role & Responsibilities

Life at Alton Lane is constantly evolving. No two days are ever the same. A Customer Experience Specialist will proactively manage customer communication in addition to a variety of other tasks, so the ability to multitask, think creatively, and prioritize is critical.

The expectations of a Customer Experience Specialist are:

• Partner with the VP of Sales and Customer Experience Lead to build a best-in-class customer experience for our client base
• Manage the client experience through phone, email, and chat
• Work closely with cross-functional teams to answer customer inquiries and regularly provide updates on their orders, shipments, and production status details
• Ensure customers receive responses in real time
• Track and monitor customer interactions and manage customer information
• Be confident and knowledgeable with customer correspondence regarding style and pricing questions
• Be timely and provide clear, honest, and respectful communication with all customers and team members at all times
• Flexibility to work evenings and weekends

THE ALTON LANE CANDIDATE

You are an individual contributor who is always looking for opportunities to grow and develop in your professional career, meet new people, anticipate the needs of your team and customers, and embrace frequent changes and challenges.

You also have:

• Bachelor's Degree or equivalent work experience in a related field (textiles + fashion merchandising, communication, business administration, etc)
• 2+ years experience in a customer service or retail management role with a demonstrated track record of providing excellent customer support
• Ability to handle escalated customer service issues with empathy and a results and solution-oriented approach
• Strong technical skills including familiarity with Netsuite, Zendesk, JustCall – *preferred
• Self‑starter who can operate well in a collaborative team environment with flexibility and agility to handle the competing priorities of a fast growing company
• Ability to multitask to meet pressing deadlines with a high attention to detail

PERKS OF THE ROLE

• Collaborate (and HAVE FUN!) with a dynamic team of driven individuals across the country
• Access to our luxury clothing and accessories through a generous employee discount program
• Opportunity to carve out an exciting career path with a high-growth company
• Direct exposure to leadership and senior management, focusing on high-level sales strategy and business development training

Are you a self-starter with the desire to develop and champion new processes?

If you answered YES to both of those questions, we want to hear from you.

Alton Lane is an Equal Opportunity Employer. We celebrate the diversity of all backgrounds and are committed to creating and fostering an inclusive culture for our Community.