Customer Experience Specialist

remote, NM

Are you detail-oriented while working in a fast-paced environment? A hardworking, resourceful,  details-driven, and supportive type person who delivers nothing but the best customer service and client care... mild-mannered and untroubled by difficult customer situations or complicated client requests... a strong typist with communication and computer skills...comfortable in a fast-paced business environment where priorities can change quickly.... a super organized get-it-done type person who is also a team-player? Do you thrive by taking on challenges, learning new things, growing your skillset, and being resourceful? Are you a self-starter who finds solutions for open-ended customer questions and support needs?  If so, you might be the Customer Experience Specialist we are looking for!

This is an opportunity to work on the front line of support for all queries, serving LadyBosses all over the world; supporting and growing both the Community & Product departments and building rapport with all customers of LadyBoss Weight Loss, the first global weight loss system & support community for women.

As Featured on ABC, NBC, and CBS; with a Barnes & Noble #1 best selling book, supplement line, and digital product line: LadyBoss is setting the industry standard. Our mission is to help women lose weight while loving themselves again. We help women gain back their confidence, improve the overall quality of their life, and change the health of their entire family tree. We do this by providing the best products, information, and services possible in the three pillars of fitness, nutrition, and accountability. We know we are successful each time we create a complete mental and physical transformation in one of our customers.

If you thrive in a faced past, modern technology-driven environment and are good managing accounts payable and structuring administrative procedures and operations, this may be the perfect fit for you.

Role: Your role is to support the Customer Experience Department in the flow and movement of all physical products, moderating exclusive community events, and corresponding with and encouraging the women on our program. From Facebook Group management to customer support emails, sending and verifying orders, and processing refunds and exchanges. If you love finding solutions and being resourceful when it comes to customer problems you might be a great fit to join the LadyBoss Support Team as a Customer Experience Specialist.

As a LadyBoss Customer Experience Specialist, you will be the front line of support to our customers all over the world. Working through email support, social media, and Facebook groups to solve problems and serve the women of the LadyBoss community. 

Responsibilities:

  • Handling LadyBoss Apparel and Supplement inquiries

  • Handling returns, exchanges, and damage claims

  • Monitoring ‘Drops’ in our Facebook Group

  • Sending orders to fulfillment

  • Verifying addresses

  • Supplement subscription updating and management

  • Respond and solve a wide range of Customer Support issues

  • Work in SalesForce to answer customer inquiries within 5 hours.

  • Provide technical, motivational, and membership related responses

  • Verify customer accounts and provide new access links

  • Answer all questions within the LadyBoss Community around membership, technology, fitness, nutrition, products, and other inquiries as required

  • SWAG Launch Support- Answer questions, and provide the appropriate link, Route Cases in SalesForce as they come in.

  • Taking inbound phone calls from customers to assist them in any way needed and provide the best Customer Experience.

  • Special projects as needed.

Results

  • Help to inspire, motivate, and hold the women on our program accountable. 

  • Help the women in our program utilize their work to their full potential through LadyBoss Supplements. 

  • Strengthen the relationships our members have with our company through superior customer support.

  • 2 Apparel drops per month and Supplement launches

  • Help to source the highest quality products and maintain the highest standards

  • Excellent communication between all moving parts of merchandise internally and externally

  • Handle customer support in a timely manner (5 hour turnaround)

  • Maintain and grow customer engagement

Requirements

  • Comfortable with many software platforms and technology integrations

  • Ability to represent LadyBoss by interacting and maintaining excellent relationships with customers 

  • Be able to quickly learn and understand new software

  • 5+ Years of customer service experience

  • 45+ WPM typing speed (verified by test)

  • Ability to write in an instructional and precise manner

  • Respond to customers at an efficient pace with empathy and precision 

  • Be coachable, flexible, and adapt well to constant change

  • Cooperate with Member Support Team to prioritize in order to divide and conquer duties

  • Ability to jump in on off hours as needed for product launches, webinars, etc when needed

  • Maintain integrity, compassion, and tactfulness in all situations (even when customers don’t make it easy)

  • Attention to detail and sense of urgency

  • Ability to create an exceptional e-commerce customer experience

  • Must be comfortable with new projects and tasks

  • Passion for fitness, retail, and most importantly serving our customers

  • Previous inventory control experience

  • Proficient in Excel (Google Sheets) and Word Doc