Customer Experience Representative

About Us: At Dr. Killigan's, we believe in a safer, more holistic approach to pest management. By Killing Them Softly™, we prioritize well-being, ensuring a home environment that is not only pest-free but also free from harmful chemicals. Join us in our pursuit to redefine pest control, offering plant-powered solutions that empower individuals and families to reclaim their living spaces without compromising on safety or peace of mind. If you're passionate about making a positive impact on homes and the environment, Dr. Killigan's, Inc. welcomes you to be a part of our dedicated team.Employee Job Title: Customer Experience Representative (CX)Location: RemoteHours: Part-time, approximately 10 hours per week. Shifts are scheduled between 8:00 a.m. and 4:30 p.m., with afternoon and weekend availability required.Reports To: Customer Experience SupervisorClassification: Hourly, Non-ExemptJob Description: The Customer Experience Representative, CX, is responsible for engaging in customer relations regarding our products and responding to questions and concerns via our support email and phone services. This position plays a pivotal role, acting as a regular point of contact with our customers, adding value by responding to our customer’s needs with empathy and solutions. This position also gives the company an understanding of our platform's health by receiving real-time user feedback. CX acts as a liaison to our customers, providing product and service information and resolving problems that our customer accounts might face with accuracy and efficiency.Requirements Serve customers by providing personalized advice for resolving their pest issues Attract potential customers by answering product and service questions and suggesting information about other products and servicesMaintain a positive, empathetic, and professional attitude toward customersRespond promptly to customer inquiries by email, chat, and phoneMaintain a thorough knowledge of the entire catalog of DK productsOpen customer accounts by recording account informationMaintain customer records by updating account information in ShopifyResolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolutionMaintain financial accounts by processing customer adjustmentsRecommend potential products or services to management by collecting customer information and analyzing customer needsCollaborate with other departments and research to provide the customer with the best solutionCheck and respond daily to the following platforms:CRM system Gorgias to respond to appropriate tickets Shopify for our website storefrontAmazon Seller Central Messages, incoming orders, and feedbackAmazon for message response, order confirmation, troubleshooting, feedback, and customer outreachJunip for product reviews and customer experienceDeposco/Launch for orders, replacements, and returnsRecharge.Launch for shipping claimsSkio for Customer subscription updates and errorsMonday.com for department projectsSlack for company communicationsGmail for business emailMeta Desktop Suite for Facebook and Instagram interactions, influencer referrals, comment moderation and customer service solutionsSocialSnowball for affiliate management and sales trackingKlayvio for Customer Email Experience and code creation1Text for Customer Text message experience management