Customer Experience Specialist

Criteria for Clickstop's internal hiring process:

• Employee has been employed with Clickstop for at least 6 months.
• Employee is Engaged.
• Employee is meeting the expectations of their current role.
• Employee is in good standing as defined by not currently under formal discipline and has not received formal discipline in the prior 90 days.  
• Employee and their current manager have discussed the opportunity prior to applying. 
  
  

What to expect during the internal hiring process:

Within three business days of submitting your application, you can expect the following: 

1. Your current manager will receive a notification from Greenhouse prompting them to complete a scorecard evaluating your engagement and performance in your current role. 
2. Your current manager and the Talent Acquisition Specialist (TAS) will meet to discuss the details of the scorecard, and it will be determined if we will proceed with your application.
• If we choose to proceed, you will receive an email from the TAS notifying you that we will be proceeding with your application and it will include a scheduling link to set up time with the open role’s hiring manager 
• If we choose not to proceed, you will meet with your manager to discuss why we will not be proceeding with your application at this time.  

Note: For remote work, internet speeds of 20 mbps are required. 
Permanent residence must be in one of the following states: Iowa, Alabama, North Carolina, South Carolina, Pennsylvania or Florida.

 

This role is remote and hybrid capable. Active employees are encouraged to apply.

We’re looking for a motivated, customer-focused professional to join our team as a Customer Experience Specialist for Pepper Joe's. In this role, you’ll be the first point of contact for our customers across multiple sales channels. You’ll provide exceptional service with a focus on one-touch resolution, manage order-related communications, and help maintain a positive brand reputation. When customer inquiries are light, you’ll contribute to special projects that enhance our website and improve the overall customer experience. 

 

"If you are ready to work in an environment where you are allowed the freedom and responsibility to act like an owner, and have a passion for helping customers, you won't regret joining Clickstop!" - Tammy, Current Employee 

  

Key Responsibilities

• Respond promptly to phone calls, emails, and platform messages across all sales channels, including Etsy, Shopify, NetSuite, and Amazon. 
• Deliver excellent customer service with a focus on resolving issues in a single interaction whenever possible. 
• Monitor and manage customer reviews, ensuring timely and professional responses. 
• Oversee order management, tracking, and updates across multiple platforms. 
• Contribute to special projects during downtime, such as updating website content to provide helpful resources and improve the customer journey. 
• Engage in the training and onboarding of new team members, offering coaching and accountability aligned with quality standards. 
• Actively participate in cross-departmental initiatives to strengthen the customer experience, including monitoring carrier exceptions, managing claims, and providing proactive updates on order status. 

Qualifications & Skills 

• Strong verbal and written communication skills with a professional, friendly tone. 
• Results-oriented mindset- balances delivering quality service with achieving business goals. 
• Proven ability to manage multiple communication channels efficiently. 
• Experience with online sales platforms such as Shopify, Etsy, Amazon, and/or NetSuite. 
• Strong problem-solving skills with accuracy, thoroughness, and a one-touch resolution approach. 
• Excellent organizational skills and attention to