Customer Experience Specialist





As the Customer Experience Specialist, you will provide support to Inside Sales and Customer Service while also serving as a key point of contact for customers throughout their purchase journey for Chilly GOAT. Although the primary focus will be on Chilly GOAT products experience, this role will also backup and assist with online comments and reviews for other Master Spas products. 

The essential duties and responsibilities include but are not limited to the following:

  • Serve as an initial point of contact for incoming orders, providing a warm welcome to new Chilly GOAT customers.
  • Coordinate with Dealer Support to gather and verify shipping information. 
  • Conduct post-delivery follow-up to ensure successful delivery and assist with product setup.
  • Schedule and conduct customer satisfaction check-ins within days of delivery.
  • Engage customers for product reviews and feedback.
  • Document all customer interactions and maintain communication records via Sales Force CRM.
  • Responding to and/or posting customer reviews that are received, positive or negative.
  • Proactively searching for and responding to customer comments/reviews on various web and social media platforms (i.e. Facebook groups, Reddit, Consumer Affairs, Google and others).
  • Understanding general product operation, care/maintenance and chemical balancing.
  • Work with other CSRs within the team to answer and/or resolve product related problems or warranty claim cases. 

QUALIFICATIONS: (Desired Skills & Traits Include)

  • Strong customer relation skills and ability to build rapport with the customer.
  • Ability to resolve issues efficiently and amicably, even in challenging situations.
  • Willingness to learn the product features to help educate customers.
  • Strong eye for details and organization.
  • Vast Social Media awareness and knowledge and ability to actively be promoting our brands.
  • Experience with CRMs preferred, but not necessary.
  • Strong Excel and PC skills. 

JOB TYPE:
Full Time

SCHEDULE:

Onsite @ Fort Wayne, IN Facility; Mon – Thurs 7:00am-5:00pm with an unpaid one hour lunch & Friday 8am-12pm 

COMPENSATION:

$18.00 - $20.00 per hour to start (based on experience) 


To be considered for this position, applicants must upload a resume or fill in their work history on the job application. Incomplete applications may not be reviewed. Please ensure your experience and qualifications are clearly outlined before submitting your application.

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