Customer Experience Specialist

The Shade Store; United States; On-site; USD 60,000 - 65,000; Full time

Benefits offered by this job

Medical Benefits

401k with Company Match

Life Insurance

Short-Term Disability (Employer Paid)

Legal Insurance

Pet Insurance

Employee Assistance Program

Product Discount

Job summary

The Shade Store is seeking a Customer Experience Specialist to join our Client Services team in the United States. We call Customer Experience Managers and handle inquiries via phone, email, and text to ensure a smooth customer journey.

We value a customer-centric mindset, strong communication, and cross-functional collaboration to resolve issues and maintain records. The role requires 2+ years in CS and availability for 12pm–9pm EST.

Qualifications

• Minimum 2 years in a customer service role.
• Ability to work 12pm–9pm EST.
• Excellent verbal and written communication.
• Professional demeanor under pressure and deadlines.
• Experience in hospitality, healthcare, or airlines is a plus.

Responsibilities

• Provide exceptional customer service by handling inquiries via phone, email, and text.
• Maintain a customer-centric approach, ensuring each customer feels valued and supported.
• Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner.
• De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience.
• Accurately document customer interactions and maintain detailed records for follow-up and reporting.
• Collaborate with cross-functional teams to resolve complex issues and provide timely solutions.
• Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines.
• Continuously improve product knowledge and stay up to date on company policies and procedures.
• Perform other duties as needed to support the customer service team and meet department goals.

Skills

Communication

Customer-centric

Team player

Time management

Multichannel support

Tools

Outlook

Phone systems

Word

PowerPoint

Excel

Job description

Title: Customer Experience Specialist
Location: ,
Compensation: $60,000.00 - $65,000.00/year

About The Shade Store®

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation

POSITION: Customer Experience Specialist

The Shade Store is seeking Customer Experience Specialist candidates (who we call Customer Experience Manager) to join our Client Services team. We will consider all candidates except residents of California, Florida, and New York states.

Responsibilities

• Provide exceptional customer service by handling customer inquiries via phone, email, and text.
• Maintain a customer-centric approach, ensuring each customer feels valued and supported.
• Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner.
• De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience.
• Accurately document customer interactions and maintain detailed records for follow-up and reporting.
• Collaborate with cross-functional teams to resolve complex issues and provide timely solutions.
• Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines.
• Continuously improve product knowledge and stay up to date on company policies and procedures.
• Perform other duties as needed to support the customer service team and meet department goals.

What We Are Looking For

• A minimum of 2 years’ experience in a customer service role, with frequent customer interactions via phone and email.
• Must be able to work between the hours of 12pm - 9pm EST
• Excellent oral and written communication skills.
• Strong customer-centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines.
• Collaborative team player with the ability to work cross-functionally to achieve team goals.
• Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel.
• Strong critical thinking, problem-solving, and resolution skills with a proactive, action-oriented approach.
• Ability to work various shift times and Saturdays depending on business needs.
• Experience in industries such as hospitality, healthcare, or airlines is a plus.

WHY WORK AT THE SHADE STORE®

Benefits

• Competitive salary
• Medical Benefits
• 401k with Company Match
• Up to $100k Life Insurance & Short-Term Disability (Employer Paid)
• Legal and Pet Insurance Plans
• Employee Assistance Program
• Product Discount

THE SHADE STORE® Offer Is Contingent Upon

• Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

ABOUT US:

Visit our website at https://www.theshadestore.com/... learn more about The Shade Store and our career opportunities.