In-Office Customer Experience Specialist

Baltic Born; Lehi (UT); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Employee discount

Snacks & drinks

Lunch breaks

Team appreciation events

Job summary

Baltic Born is seeking a reliable, customer-focused team member to support our customers across email, live chat, and outbound calls using the Gorgias platform. This is a full-time in-office position, Monday through Friday in Utah.

You will develop a thorough understanding of Baltic Born policies, including returns and shipping, stay familiar with bestselling products, and collaborate with the team to deliver timely, resolution-oriented service that strengthens customer trust and satisfaction.

Qualifications

• Strong verbal and written communication skills.
• Proficiency with Google Workspace tools, including Docs, Sheets, Slides, and Keep.
• Excellent problem-solving and critical-thinking abilities.
• Dependable, with consistent attendance.
• Strong time management and organizational skills.
• Ability to work independently as well as collaboratively within a team.
• Familiarity with Gorgias and Shopify is a plus.

Responsibilities

• Provide prompt, professional assistance to customers via email, live chat, and outbound calls using the Gorgias platform
• Develop a thorough understanding of Baltic Born policies, including returns, shipping, and frequently asked questions
• Maintain familiarity with bestselling Baltic Born products to offer accurate guidance and recommendations
• Deliver resolution-focused responses within established service-level timeframes of 24-48 business hours
• Manage and track a personal list of assigned tasks and projects
• Identify and report recurring customer inquiries or issues to the team lead to support continuous improvement
• Collaborate with the customer service team to achieve reputation management goals and improve overall customer satisfaction
• Troubleshoot common customer concerns and contribute ideas to enhance the customer experience

Skills

Communication

Problem solving

Time management

Reliability

Teamwork

Google Workspace proficiency

Gorgias familiarity

Shopify familiarity

Tools

Google Workspace

Gorgias

Shopify

Job description

Baltic Born is seeking a reliable, customer-focused team member to support our customers across email, live chat, and outbound calls using the Gorgias platform. This is a full-time in-office position, Monday through Friday in Utah.

You will develop a thorough understanding of Baltic Born policies, including returns and shipping, stay familiar with bestselling products, and collaborate with the team to deliver timely, resolution-oriented service that strengthens customer trust and satisfaction.