Customer Experience Coordinator

Little Words Project is seeking to hire a Customer Experience Coordinator responsible for responding to customer service inquiries through various channels. The ideal CX Coordinator has knowledge of and experience with complex customer inquiries. We're seeking a quick learner with a customer-first, service-oriented mindset - someone with a background in customer service. The role requires someone with a sharp mind and an ability to work quickly, excellent communication skills, and patience.

Responsibilities 

• Ensure that LWP customers have a positive experience and are satisfied with the products or services they receive.


• Respond to customer inquiries via telephone, email, and live chat


• Handle complex customer service situations


• Providing transparency for the customer and they know what to expect


• Build relationships with customers that help to retain customers and reduce customer complaints.


• Identify areas for improvement and achieve set key performance indicators


• Collaborate with CX Director to develop action plans


• Coordinating with other departments to ensure a positive customer experience


• Track customer feedback


• Analyzing data to identify trends and insights

Qualifications 

• Past work experience as a CX representative or similar role


• Experience with CX systems (such as Gorgias, Loop, Shopify, etc.)


• Driven and hard-working


• Ability to take direction and multi-task


• Effectively manage time and prioritize tasks.


• Ability to think on feet and make quick decisions.


• Ability to de-escalate and resolve conflict


• Excellent communication skills


• Passion for learning, sharing LWP's core values, including positivity and kindness


• Flexibility to shift schedule and work overtime as needed by the business unit


• Hours for this position are Monday - Friday 2pm-10pm