Customer Experience Representative

About the role

As a Customer Experience Representative you will be the first voice our customers hear, delivering empathetic, clear communication and building meaningful connections. You’ll handle inbound calls, account updates, order inquiries and resolve concerns, ensuring every interaction leaves customers confident and valued.

Key responsibilities

• Deliver connection‑driven service aligned with Good Ranchers’ voice and values.
• Handle inbound calls with efficiency, empathy, and professionalism.
• Assist with account updates, order placement, subscription management, and address changes.
• Provide accurate order updates, tracking support, and delivery insights.
• Promote subscription benefits and 100% American‑sourced products.
• Resolve customer concerns using pre‑approved solutions such as refunds, replacements, or credits.
• Create “wow moments” by anticipating needs and exceeding expectations.
• Escalate complex issues with clear documentation and follow‑up.
• Accurately document all interactions in CRM systems and assign call reason dispositions.
• Handle compliance‑related requests promptly and accurately.
• Identify trends, common issues, and opportunities for improvement.
• Meet performance KPIs (AHT, CSAT, adherence, etc.) and participate in training and continuous‑improvement initiatives.

Required profile

• High school diploma or equivalent required; associate degree or related coursework preferred.
• Prior customer service or call‑center experience preferred.
• Strong verbal and written communication skills with active listening.
• Ability to stay calm and solution‑focused in high‑pressure situations.
• Detail‑oriented, dependable, and customer‑focused.
• Flexible schedule including evenings, weekends and some holidays.

Required skills

• Experience with CRM tools such as Shopify.
• Experience with CRM tools such as Kustomer.
• Experience with CRM tools such as Dialpad.