Customer Experience Specialist

Are you looking for an opportunity to be your best self while making a meaningful impact on the customer experience? Join our award-winning company and culture as a  Customer Experience Specialist and help create exceptional experiences through problem solving, systems thinking, and customer advocacy.

“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 the company!” – Tammy, Current Employee

What you’ll be doing

• Aligning with the company’s Core Values to drive our culture and business forward.

• In this role Communicate, Responsible, Decisive, Enthusiastic, and Courageous stand out.

• Providing industry-leading customer support for one of our e-commerce brands.

• Demonstrating our commitment to our Brand Promise, providing customers with what they want, when they need it, by delivering accurate, timely, and complete support.

• Completing daily tasks while living out our values and code through self-awareness and integrity.

• Celebrating what is going well while identifying opportunities for growth.

Customer Service & Support Responsibilities

• Deliver responsive, solution-oriented support across phone, email, website, and marketplace channels while providing an exceptional customer experience.

• Process and manage customer orders, post-order support, and issue resolution with accuracy, urgency, and attention to detail.

• Partner cross-functionally to resolve customer, fulfillment, and operational issues while maintaining clear communication and follow-through.

• Monitor customer-facing systems and identify opportunities to improve processes, consistency, and overall customer outcomes.

Customer Service Critical Skills

• Customer Experience & Service Systems Thinking

• Understand how actions, communication, and operational processes impact the overall customer experience.

• Identify opportunities to improve customer outcomes beyond the immediate issue.

• Deliver accurate, timely, and consistent support that protects the Brand Promise.

Enables: Stronger customer trust, consistency, and long-term customer satisfaction.

• Diagnostic Thinking & Root Cause Awareness

• Gather and assess information thoroughly to identify root causes and recommend effective solutions.

• Recognize patterns, troubleshoot efficiently, and balance urgency with accuracy.

Enables: Faster resolutions, better decision-making, and fewer recurring issues.

• Ownership & Follow-Through

• Take accountability for customer issues through resolution while managing priorities with accuracy and consistency.

• Communicate proactively and follow through on commitments in a fast-paced environment.

Enables: Reliable customer experiences, stronger collaboration, and operational trust.

• Communication & Relationship Building

• Build trust through clear, professional, and adaptable communication with customers and internal teams.

• Navigate challenging situations with empathy, confidence, and professionalism.

Enables: Stronger relationships, collaboration, and customer loyalty.

• Adaptability & Continuous Improvement

• Adapt quickly to changing priorities while learning new systems, processes, and products.

• Identify opportunities for improvement and balance customer advocacy with operational efficiency.

Enables: Greater agility, continuous improvement, and long-term business growth.

What we value in this role

• Someone naturally wired to take ownership, solve problems, and deliver exceptional customer experiences.

• Strong communication and relationship-building skills with customers and internal teams.

• Critical thinking skills with the ability to identify root causes, make sound decisions, and balance customer needs with business priorities.

• Curiosity, adaptability, and a continuous improvement mindset.

• Commitment to high-quality work, accountability, and alignment with the company’s Core Values

What the company provides

• Comprehensive training program.

• 4–6 weeks of learning about the company, products, processes, and people.(Onsite requirement during this initial training period for optimal results). Continued support as you build confidence and grow your impact.

• A purpose-driven career experience; discovering the opportunity to pursue your best self (as an employee, parent, partner, community member, etc.)

• An entrepreneurial environment where opportunities are endless for those who seek them.

• Meaningful collaboration opportunities across highly dynamic the company teams .

• Recognition for personal, team, and company accomplishments.

• Competitive compensation and a highly valued full-time benefits package:

• Health Insurance ($0 Premium option), Dental & Vision Insurance

• Paid Holidays, Wellness, Volunteer, and Birthday PTO

• Life and Disability Insurance

• 401K Match

• ESOP – After one full year of service and minimum hour requirement is met

This role is Hybrid with weekly onsite requirements in Urbana, IA.     For remote work, internet speeds of 20 mbps are required. To be considered for a remote role at the company, residence must be in one of the following states: Iowa, Alabama, North Carolina, South Carolina, or Pennsylvania.

Must be authorized to work in the United States.

Employment is contingent upon the completion of a satisfactory background check.

The company is an Equal Opportunity Employer.