Customer Experience Specialist — Empathy-Driven Support

Good Ranchers, LLC; Friendswood (TX); On-site; USD 36,000 - 60,000; Full time

Job summary

Good Ranchers is seeking a Customer Experience Representative to be the first voice customers hear, listening with empathy, communicating clearly, and creating meaningful connections. This role focuses on assisting with account updates, order inquiries (WISMO), and resolving general customer concerns with accuracy and care.

You will ensure every interaction leaves the customer feeling confident, supported, and genuinely valued, while meeting performance KPIs and documenting interactions in the

Qualifications

• Prior customer service or call center experience preferred.
• Strong verbal communication and active listening.
• Clear written communication for potential email follow-up with customers.
• CRM experience with Shopify, Kustomer, or Dialpad.
• Calm and solution-focused in high-pressure situations.
• Detail-oriented and customer-focused.

Responsibilities

• Deliver connection-driven service aligned with Good Ranchers’ voice and values.
• Handle inbound calls with efficiency, empathy, and professionalism.
• Assist with account updates and subscription management.
• Provide accurate order updates, tracking support, and delivery insights.
• Promote subscription benefits and 100% American-sourced products.
• Resolve customer concerns using pre-approved solutions (refunds, replacements, credits).
• Create wow moments by anticipating customer needs and exceeding expectations.
• Escalate complex issues with clear documentation and follow-up.
• Document all customer interactions in CRM systems.
• Assign call reason dispositions on 100% of contacts.
• Handle compliance-related requests with urgency and accuracy.
• Identify trends and opportunities for improvement.
• Meet performance KPIs (AHT, CSAT, Adherence, etc.).
• Participate in training, coaching, and continuous improvement.
• Perform additional duties as assigned.

Skills

Verbal communication

Active listening

Written communication

CRM tools

Attention to detail

Flexibility

Education

High school diploma or equivalent

Associate degree or coursework in Communications/Business

Customer service certifications are a plus

Tools

Shopify

Kustomer

Dialpad

Job description

Good Ranchers is seeking a Customer Experience Representative to be the first voice customers hear, listening with empathy, communicating clearly, and creating meaningful connections. This role focuses on assisting with account updates, order inquiries (WISMO), and resolving general customer concerns with accuracy and care.

You will ensure every interaction leaves the customer feeling confident, supported, and genuinely valued, while meeting performance KPIs and documenting interactions in the