Customer Experience Representative

Job description

The Customer Experience Representative serves as the first point of contact for customers and Brand Partners, ensuring a seamless, welcoming, and knowledgeable experience across all touchpoints. Based in the Experience Centre, this role supports inquiries related to products, accounts, and orders through in-person interactions, phone, email, and chat. The ideal candidate is a proactive problem solver with strong interpersonal and organizational skills, committed to delivering exceptional service and contributing to the overall customer journey and brand loyalty. Essential Functions: Greet and assist customers and Brand Partners visiting the Experience Centre, offering product education and personalized recommendations while encouraging hands-on engagement with products. Provide prompt, professional support across multiple channels for inquiries related to accounts, orders, and products. Maintain a clean, organized, and visually appealing Experience Centre by replenishing stock and maintaining product displays. Sign in visitors, assist with facility navigation, and provide support with Training Room bookings. Accurately document all customer interactions and feedback in CRM and support systems. Resolve customer concerns with empathy, efficiency, and a focus on long-term satisfaction. Collaborate with internal teams to resolve complex issues and escalate when necessary. Provide insights and feedback from customer interactions to support continuous improvement in service delivery. Stay up to date on company policies, promotions, product knowledge, and system changes to ensure accurate and current information is shared with customers. Meet or exceed performance metrics, including response time, customer satisfaction, and issue resolution. Consistently represent the Young Living brand in a professional, positive, and values-aligned manner. Skills & Qualifications: Excellent verbal and written communication skills. Strong interpersonal skills with active listening abilities. Proficiency in customer service tools and CRM platforms (e.g., OMS, Microsoft Outlook). Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. Strong problem-solving skills and keen attention to detail. Empathy, patience, and professionalism when supporting diverse customer needs. Tech-savvy and comfortable navigating multiple digital communication platforms. Required Education and Experience High school diploma or equivalent. At least 1 year of experience in a customer service or support role. A combination of education and relevant professional experience may be considered to meet the minimum qualifications. Preferred Education and Experience Associate’s or Bachelor’s degree in Business, Communications, Marketing, or a related field. 2+ years of customer service or customer experience in a call center, retail, or support environment. Experience working in a team-oriented, customer-facing role. Familiarity with customer experience principles and customer journey mapping is a plus. Supervisory Responsibility: This job does not have supervisory responsibilities. Work Environment: This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, and photocopiers. The noise level in the work environment is usually moderate. Essential oils are worn and/or diffused in the work environment. Position Type/Expected Hours of Work: This position requires the incumbent to be physically present at the assigned worksite. The regular schedule is from 10 a.m. to 6 p.m., with an half-hour lunch, Monday through Friday. Occasional evening and weekend work may be required as job duties demand. Employees are also expected to work at least one non-convention farm event a year and to work at the annual company convention. Exact hour requirements and schedule can be reasonably modified as necessary for the business needs by the employee’s manager. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities of this job include close vision and the ability to adjust focus. The employee is required to type, file, and occasionally lift office supplies up to 20 pounds. The employee must be physically able to tolerate the scent of essential oils worn or diffused. Equal Employment Opportunity: Young Living is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or protected veteran status and will not be discriminated against on the basis of disability. Sponsorship: Young Living does not provide visa sponsorship for this position. Applicants must be currently authorized to work in Canada on a full-time basis. Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as needed to meet the ongoing needs of the organization.