Customer Experience Specialist

YOUR MISSION:

Efficiently resolve customer issues, provide accurate information, foster trust and loyalty, represent the brand's values, anticipate customer needs, and share feedback to support continuous improvement.

As our Customer Service Specialist, you’ll be the first impression and final resolution for our customers. You’ll deliver timely, empathetic, and solutions-oriented support while gathering insights to improve our products and service experience.

Customer Experience & Satisfaction

• Respond to customer inquiries via phone, email, or chat promptly and professionally.
• Ensure each interaction aligns with our brand values and tone.
• Resolve issues with empathy and accuracy, aiming for first-contact resolution.

Loyalty & Retention

• Strengthen relationships by offering proactive solutions and thoughtful follow-ups.
• Help support loyalty initiatives and surprise customers with delight moments.
• Encourage repeat business by exceeding expectations. RMA & Warranty Support.
• Process RMAs (Return Merchandise Authorizations) accurately and efficiently.
• Guide customers through the warranty process with clear, helpful communication.
• Track and follow up on warranty claims to ensure timely resolution.

Communication & Collaboration

• Communicate clearly and grammatically with attention to formatting and tone.
• Work cross-functionally with operations, warehouse, and sales to ensure seamless resolution.
• Share recurring feedback with leadership to drive product and process improvements.

Productivity & Ownership

• Handle multiple requests while maintaining accuracy and quality.
• Reduce handling time while ensuring customers feel genuinely supported.
• Take accountability for mistakes and actively seek continuous improvement.

WHAT YOU’LL BRING

• 1–2 years of customer service or support experience within office setting.
• Excellent written and verbal communication skills.
• Bilingual in English and Spanish is a huge plus.
• Strong attention to detail with proven multitasking ability.
• Tech-savvy (Microsoft Office proficiency required; NetSuite a major plus).
• Experience in the consumer goods or PPE industry is a big advantage.
• Positive attitude, team-first mindset, and a passion for helping people.

This is a FULL-TIME role that comes with a competitive salary and comprehensive benefits.

Please note: The information outlined in this job description is intended to give a general overview of the tasks and responsibilities associated with this position at STUDSON. It is not exhaustive and may be subject to change.