Customer Experience Specialist

Key Responsibilities

• Provide excellent customer service through various channels, including phone and email.
• Address customer inquiries, concerns, and issues promptly and professionally.
• Assist customers with order tracking, product information, and general inquiries.
• Assist customers with carry outs, in-store pickup processes, and cart retrieval from the parking lot.
• Develop a deep understanding of Perigold’s product catalog to effectively assist customers in their product selection.
• Stay updated on new product releases, features, and specifications.
• Resolve customer complaints and issues by collaborating with other departments, such as logistics or product teams, to ensure timely and satisfactory resolutions.
• Assist customers with order processing, cancellations, returns, fulfillment processes, and exchanges.
• Collaborate with the logistics team to track shipments and ensure on-time delivery.
• Communicate effectively with customers, providing clear and concise information.
• Keep customers informed about the status of their orders and any potential delays.
• Collect customer feedback to identify areas for improvement in products, services, or processes.
• Share feedback with relevant teams to contribute to continuous improvement.
• Ensure adherence to Perigold’s policies and procedures while assisting customers.
• Keep up-to-date with any changes in company policies.
• Utilize various customer service tools, software, and systems to efficiently manage customer interactions.
• Collaborate with other departments, such as marketing, sales, logistics, visual merchandising, and product teams, to ensure a seamless customer experience.

Qualifications & Tech Stack

Preferred experience:

• <1 year experience in a customer service setting, preferably retail.
• <1 year experience in interacting directly with customers, where issues were resolved, while ensuring a positive experience.
• <1 year experience in identifying and solving customer issues, collaborating with teams to address challenges, and finding solutions to enhance customer satisfaction.
• <1 year effectively managing time, to include handling multiple customer inquiries, prioritizing tasks, and ensuring timely responses.
• <1 year experience building customer relationships and resolving customer complaints.

Physical Demands:

• Stationary Position - Constantly
• Move/Traverse - Constantly
• Stationary Position/Seated - Rarely
• Transport/Lifting - Occasionally (50lbs)
• Transport/Carrying - Occasionally (50lbs)
• Exerting Force/Pushing - Occasionally (50lbs)
• Exerting Force/Pulling - Occasionally (50lbs)
• Ascend/Descend - Occasionally (50lbs)
• Balancing - Occasionally
• Position Self/Stooping - Frequently
• Position Self/Kneeling - Frequently
• Position Self/Crouching - Frequently
• Position Self/Crawling - Occasionally
• Reaching - Occasionally
• Handling - Frequently
• Grasping - Frequently
• Feeling - Frequently
• Communicate/Talking - Constantly
• Communicate/Hearing - Constantly
• Repetitive Motions - Frequently
• Coordination - Frequently

Working Environment:

• Noise - Frequently
• Other environmental conditions are rarely or occasionally applicable.

Compensation & Benefits

• The base pay for this position is $21.00 per hour.
• Medical Benefits, Financial benefits, and a generous employee discount.