Customer Experience Specialist

Job description

 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](https://www.youtube.com/watch?v=dbQaC6rXZXs) 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 Clickstop!” – Tammy, Current Employee* **What you’ll be doing:** - Aligning with **[Clickstop’s Core Values](https://clickstop.com/wp-content/uploads/2023/02/The-Clickstop-Code.pdf)** 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** **1. 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. **2. 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. **3. 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. **4. 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. **5. 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 **[Clickstop’s Core Values](https://clickstop.com/wp-content/uploads/2023/02/The-Clickstop-Code.pdf)** **What Clickstop 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 [Clickstop teams](https://clickstop.com/the-work-we-do/the-teams-behind-our-brands/). - Recognition for personal, team, and company accomplishments. - Competitive compensation and a [highly valued full-time benefits](https://clickstop.com/wp-content/uploads/2025/12/Benefits-Overview-Full-Time.pdf) 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 Clickstop, 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. **Clickstop is an Equal Opportunity Employer.**