Customer Experience Specialist - Tier I

About us

About the role
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. 

The impact you can have

·         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. 

You’ll bring to the role

·       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). 

Key Competencies: 

·       Customer Focus 

·       Problem Solving 

Benefits at KnitWell Group

·      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*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role. 

Location:

Position Type:

Equal Employment Opportunity
The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.