Customer Experience Specialist

About The Shade Store

The Shade Store has been creating premium Shades, Blinds, and Drapery for 75 years with a focus on delivering an effortless and luxurious window treatment design experience. We pride ourselves on offering excellent customer service from initial inspiration through installation.

Position Overview

We are searching for a Customer Experience Specialist to join our Client Services department. This role focuses on delivering outstanding customer support and addressing complex issues with empathy, attention to detail, and collaboration across teams. Note: candidates residing in California, Florida, and New York are not eligible.

Job Responsibilities

• Deliver high-quality customer service through multiple communication channels, including phone, email, and text messages.
• Maintain a customer-focused attitude, ensuring every customer receives personalized and attentive support.
• Apply critical thinking to analyze and resolve customer complaints, formulating practical action plans proactively.
• Calmly manage and resolve difficult customer situations with empathy, aiming for positive outcomes.
• Keep detailed and accurate records of customer interactions for follow-ups and reporting purposes.
• Work closely with various teams to efficiently solve complicated challenges and provide timely responses.
• Conduct follow-ups with customers to confirm their issues are resolved and communicate any updates.
• Continuously enhance product knowledge and stay informed on internal policies and procedures.
• Support additional customer service tasks as required to help the team meet its objectives.

Candidate Requirements

• At least two years of experience in customer-facing roles, handling frequent phone and email interactions.
• Availability to work shifts from 12 pm to 9 pm EST.
• Strong verbal and written communication competencies.
• A dedicated customer-oriented mindset, capable of maintaining professionalism under stress and meeting deadlines.
• Proven ability to collaborate and work effectively across departments.
• Proficiency with Microsoft Outlook, phone systems, and Microsoft Office tools such as Word, PowerPoint, and Excel.
• Excellent problem-solving and critical thinking with a focus on proactive solutions.
• Flexibility to work varied shifts and Saturdays based on business demands.
• Experience in luxury retail, hospitality, healthcare, or airline industries is considered a plus.

Benefits and Perks

• Competitive annual salary ranging between $60,000 and $65,000.
• Comprehensive medical insurance.
• 401(k) plan with company matching contributions.
• Employer-paid life insurance up to $100,000 along with short-term disability coverage.
• Access to legal and pet insurance policies.
• Employee Assistance Program for support.
• Discounts on company products.

Additional Details

• Employment is contingent upon legal authorization to work in the United States, verified through E-Verify within three business days after hiring.
• The Shade Store is an equal opportunity employer committed to a discrimination-free workplace regardless of race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, or gender identity.