[Hiring] Customer Experience Specialist @Knitwell Group

Role Description

The Specialist is responsible for handling KnitWell Omni-channel contacts, including phone calls, chats, texts, and emails, to provide sales and service support. This role is focused on building engaging relationships with customers, utilizing product knowledge, and delivering exceptional personal service for our external customers. The position ensures that inquiries are managed completely and accurately according to company standards while also supporting business objectives.

• Customer Focused Demeanor: Enthusiastically answer a high volume of incoming customer contacts.
• High Level Service Skills: Use customer service skills to optimize each customer interaction.
• Problem Resolution: Identify and resolve customer inquiries, complaints, and problems to ensure satisfaction.
• Product Expert and Knowledge: Educate customers about products, services, promotions, and special campaigns. Maximize up-sell and cross-sell opportunities to promote company products and services.
• Attention to Details Expert: Maintain accurate customer data, including documentation of interactions. Schedule, assign, or follow up on customer inquiries per Customer Service Guidelines.
• Problem-Solving Expertise: Suggest process improvements and participate in customer service initiatives for enhanced efficiency.
• System Management: Utilize technology tools effectively within established guidelines.
• Privacy: Maintain confidentiality of all company and customer data.
• Knowledge Expert: Participate in individual/team training and meetings to stay updated on knowledge and best practices.
• Maintain PCI compliance: This role requires basic adherence to PCI compliance standards, as the Associate captures only the minimum necessary customer payment information to complete transactions. The Associate follows established scripts and secure processes to protect sensitive data, demonstrates awareness of data privacy requirements, and complies with routine monitoring to ensure proper handling of customer information.
• Strong Judgment Skills: Escalate issues requiring additional resolution or indicating systemic problems to management.
• Professionalism: Act with integrity, transparency, and respect while interacting with customers.
• Customer Focused: Complete miscellaneous and specialized tasks to enhance customer satisfaction and meet center performance goals.

Qualifications

• High school diploma or GED required.
• 1-3 years of customer service experience (retail and contact center experience preferred).
• Excellent verbal and written communication skills.
• Must be able to convey and receive information so that a reasonable customer can understand with minimal need for clarification and without disruption to the interaction.
• Strong computer proficiency in Microsoft Office and adaptability to company-provided technology.
• Outstanding interpersonal and relationship-building skills.
• Strong follow-up and problem-resolution abilities.
• Ability to multitask effectively in a fast-paced environment.
• Excellent organizational and communication skills.
• Ability to work independently, adhere to a structured schedule, and manage daily tasks with minimal supervision.
• Flexibility to work nights and weekends based on business needs.
• Remote employees must have a strong internet connection (minimum 100 Mbps).

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus career mobility within our family of brands.
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.
• Medical, dental, vision insurance & 401(K) retirement.
• Employee Assistance Program (EAP).
• Time off – paid time off & holidays.