[Hiring] Customer Experience Specialist @The Shade Store

Role Description

The Shade Store is seeking Customer Experience Specialist candidates (who we call Customer Experience Manager) to join our Client Services team. We will consider all candidates except residents of California, Florida, and New York states.

• Provide exceptional customer service by handling customer inquiries via phone, email, and text.
• Maintain a customer-centric approach, ensuring each customer feels valued and supported.
• Analyze customer issues using critical thinking, develop effective action plans, and resolve problems in a proactive manner.
• De-escalate and resolve challenging customer service opportunities with empathy, ensuring positive customer experience.
• Accurately document customer interactions and maintain detailed records for follow-up and reporting.
• Collaborate with cross-functional teams to resolve complex issues and provide timely solutions.
• Follow up with customers to ensure their concerns are addressed and provide updates on resolution timelines.
• Continuously improve product knowledge and stay up to date on company policies and procedures.
• Perform other duties as needed to support the customer service team and meet department goals.

Qualifications

• A minimum of 2 years’ experience in a customer service role, with frequent customer interactions via phone and email.
• Must be able to work between the hours of 12pm - 9pm EST.
• Excellent oral and written communication skills.
• Strong customer-centric mindset, with the ability to maintain a professional demeanor under pressure and meet deadlines.
• Collaborative team player with the ability to work cross-functionally to achieve team goals.
• Proficient in managing Outlook, phone systems, and Microsoft applications, including Word, PowerPoint, and Excel.
• Strong critical thinking, problem-solving, and resolution skills with a proactive, action-oriented approach.
• Ability to work various shift times and Saturdays depending on business needs.
• Experience in industries such as hospitality, healthcare, or airlines is a plus.

Benefits

• Competitive salary
• Medical Benefits
• 401k with Company Match
• Up to $100k Life Insurance & Short-Term Disability (Employer Paid)
• Legal and Pet Insurance Plans
• Employee Assistance Program
• Product Discount

Company Description

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation.