Customer Experience Specialist

Customer Experience Specialist

About NativePath

At NativePath we believe the Standard American Diet is a major contributor to preventable health conditions such as heart disease diabetes and neurological disorders. Thats why we blend Ancestral Wisdom with Modern Science to provide over 30 natural supplements wellness challenges and free courses that help people restore and reset their health. Since 2017 over 1 million people have joined us experiencing reduced pain renewed energy and improved well-being. If you are a motivated and empathetic professional with a passion for helping others we invite you to become a part of our Customer Experience Team!

Position Overview

As a Customer Experience Specialist you will be the frontline of our customer support team providing exceptional service through phone email and live chat. Your role is crucial in resolving inquiries troubleshooting issues and enhancing the overall customer journey. Were looking for someone who is proactive solution-oriented and committed to delivering a best-in-class customer experience.

Key Responsibilities

Customer Service & Support

• Handle a high volume of customer interactions across multiple channels including phone email and chat.
• Assist with inquiries related to products orders shipping returns and company policies.
• Troubleshoot and resolve order and product-related concerns efficiently and professionally.
• Accurately document interactions and resolutions in the CRM system.

Customer Experience & Retention

• Actively listen to customers to understand their concerns and provide empathetic personalized solutions.
• Identify common pain points and escalate trends to leadership to improve processes.
• Craft and refine FAQs response templates and educational materials for customers.

Proactive Engagement & Sales Support

• Provide proactive communication regarding order status delays and product availability.
• Identify opportunities to cross-sell and upsell relevant products based on customer needs.
• Build and maintain strong customer relationships promoting loyalty and repeat business.

Qualifications

• 3 years of customer service experience (preferably in a contact center or e-commerce environment).
• Exceptional verbal and written communication skills with a professional and empathetic tone.
• Strong problem-solving and multitasking abilities in a fast-paced setting.
• Experience with CRM systems ticketing platforms and e-commerce order management tools.
• Ability to maintain a calm and positive demeanor when handling complex customer situations.
• High proficiency with computers and strong organizational skills.

Why Join Us

• Competitive Pay: $18/hour commission structure for top performers.
• Fully Remote: Work from the comfort of your home.
• Comprehensive Benefits:
  • Medical Dental and Vision Insurance
  • 401K Match & Life/AD&D Insurance
  • Short-Term Disability Coverage
• Wellness Perks:
  • Free NativePath products every month.
  • Gym membership reimbursement.
• Work-Life Balance:
  • 17 days PTO 9 paid holidays 1 Floating Holiday.
  • Energizing Monday Culture Calls to start your week on a positive note.
• Career Growth & Development:
  • Tiered coaching and mentoring programs to expand your skills.
  • Opportunities for advancement within the company.
• Team Connection:
  • Company retreats at incredible locations.
  • A supportive team that values collaboration and innovation.

Technology Requirements

As a bring-your-own-device company all team members must provide:

• PC or Mac with broadband internet (minimum 16GB RAM).
• Broadband internet (minimum 100 Mbps).
• Wired headset with microphone and noise cancellation.
• Dual monitors (Highly recommended).

Work Schedule

• 40 hours per week (day shift).
• Contact center operates 8:00 AM 5:00 PM CST.

Our Hiring Process

We value efficiency so our hiring process is streamlined:

1. Video Interview (Hireflix) A quick three-question recorded introduction.
2. Video Call with Hiring Team If your video aligns with what were looking for well meet ASAP!
3. Offer & Onboarding If its a great fit we move fast to bring you on board!

All employment offers at NativePath are contingent upon a clear background check.

Were excited to meet you; its time to find your path!