Multichannel Customer Experience Specialist

R555US DTLR, Inc.; United States; On-site; USD 36,000 - 48,000; Full time

Job summary

DTLR, Inc. is seeking a Customer Service Specialist to deliver exceptional service across phone, email, and live chat. You will become an expert on our products, help customers find the right items, and resolve issues efficiently while supporting marketing, operations and fulfillment teams.

The role requires strong communication, organizational skills, and the ability to handle high volumes in a fast-paced retail environment. Bilingual English/Spanish is a plus.

Qualifications

• Passionate about customers.
• Strong affinity for people and ability to get along with anyone and everyone.
• You love developing relationships with customers, delighting them with your positive attitude and outstanding customer service skills.
• Communication skills.
• Exceptional communication skills with customers and team members; friendly and pleasant demeanor over email and phone.
• Must be comfortable talking with customers on the phone as needed.
• Hands-on.
• You are comfortable with a high volume of support issues to be addressed and have fast writing skills.
• You thrive in a fast paced, growth company environment.
• Organized and detailed oriented.
• Excellent organizational skills, multi-tasking skills and attention to detail.
• Resourceful.
• You see a project from idea stage through successful completion - and whatever it takes to make it a success, and your job will be fast-paced.
• Hurdles are inevitable, but you take it upon yourself to take ownership, assess options and get something done.
• Tech savvy.
• Able to understand the basic workings of ecommerce platforms; experience with Magento systems a plus.
• Experience.
• 2+ years related experience.
• Self sufficient.
• Ability to work independently and make decisions with minimal supervision.
• Not afraid of math.
• Some basic accounting experience a plus.

Responsibilities

• Provide exceptional customer service for DTLR customers, acting as front-line support via phone, email, and live chat.
• Become an expert on DTLR products and online/offline store offerings.
• Assist customers in finding products to meet needs and resolve issues as they arise.
• Resolve delivery, transaction, or experience problems and communicate fixes.
• Provide strategic insights on customer needs to marketing, operations, and merchandise teams.
• Route priority issues to the appropriate department and document underlying problems.
• Process refunds and handle credits; track shipments and returns.
• Answer inbound calls and manage customer inquiries across channels.
• Work on special projects as needed.

Skills

Customer service

Communication

Organizational skills

Multitasking

Tech savvy

Independent worker

Problem solving

Bilingual English/Spanish

Tools

Magento

Job description

DTLR, Inc. is seeking a Customer Service Specialist to deliver exceptional service across phone, email, and live chat. You will become an expert on our products, help customers find the right items, and resolve issues efficiently while supporting marketing, operations and fulfillment teams.

The role requires strong communication, organizational skills, and the ability to handle high volumes in a fast-paced retail environment. Bilingual English/Spanish is a plus.