Customer Experience Specialist

About the role

Enviromedica, a natural products company based in North Austin, is hiring a Customer Experience Specialist for its Sales & Customer Service department. The role acts as a liaison between customers and the brand, handling phone, email and digital enquiries, assisting with orders and fulfillment, and resolving issues with empathy and efficiency. It also oversees customer reviews and works with Sales, Fulfillment and Operations. The workplace is hybrid.

Key responsibilities

• Respond to inbound calls, support cases and email inquiries promptly and professionally
• Enter and manage customer sales orders, returns and related transactional data accurately
• Help customers with product questions, selection and troubleshooting, and solve fulfillment, shipping and delivery issues
• Resolve product or service concerns by finding the root cause, offering solutions and following up
• Create, maintain and update customer accounts in company databases
• Collaborate with Sales, Fulfillment and Operations and share feedback for process improvements
• Keep up to date on products, promotions and company policies
• Monitor and respond to customer reviews, escalating issues as needed
• Handle eCommerce marketplace customer service and document support interactions and reports
• Meet or exceed team goals for response times and customer satisfaction

Required profile

• At least 2 years of customer service experience, preferably as a client service representative
• High school diploma or equivalent; an Associate's or Bachelor's degree in Business, Communications or a related field is preferred but not required
• Excellent verbal and written communication, strong attention to detail and problem-solving skills
• Ability to multitask, prioritize and stay organized in a fast-paced environment
• Preferred: experience monitoring customer reviews, eCommerce or multi-channel support background, and interest in health and sustainability

Required skills

• CRM software familiarity and customer support best practices
• Technology use for inbound calls, email and case management
• Preferred: working knowledge of order management systems, ERP or other transactional platforms

What we offer

• Medical, dental and vision coverage
• 401k, PTO and 8 paid holidays per year