Customer Experience Specialist

**Customer Experience Specialist** at Design Within Reach

Remote

Design Within Reach is hiring a Customer Experience Specialist to join our Customer Experience team. As a Customer Experience Specialist, you'll assist with all client services operations and provide support to the Customer Experience team. This role reports to the Customer Experience Manager. **What youll do:** You'll have opportunities to grow, achieve and build relationships every day as you... * Manage multi-faceted customer care inquiries in a professional manner with accuracy of information, appropriate grammar, spelling and empathy. * Assess customers' support needs through written correspondence or by phone, solve the issue at hand and communicate resolution in a complete and thorough manner. * Regularly rotate through different operational specialties and skill sets. * Become an expert in product knowledge and DWR policies and procedures, ensuring the ability to react to and solve customer service requests as efficiently as possible. * Provide daily Customer Care support to the Sales Organization including but not limited to: + Manage and respond to inquiries for tax exemption and trade discount qualification, ensuring required documentation is submitted. + Review and solve sales order payment issues. + Manage and process return and exchange requests through Operations, ensuring adequate documentation is present, and customer need is resolved promptly. + Maintain product knowledge to respond to product inquiries and requests for information and/or parts. + Use operational systems available to provide answers to the sales field. This might be you if you have the following skills and abilities... * 2-3 years of experience in customer service role with a focus on operational excellence. * Outstanding written and verbal communication skills. * Ability to work with a high degree of accuracy and attention to detail. * Appropriate discretion in handling confidential financial and personal information. * Ability to thoughtfully handle stressful and difficult situations. * Solid problem solving skills including follow through and the ability to manage multiple competing priorities. * Ability to quickly develop rapport with both internal and external groups and individuals. * Proficiency in Microsoft Office Suite (especially Excel); experience using Salesforce.com a plus. * College degree preferred. * Able to work a Tuesday-Saturday Schedule As a Customer Experience Specialist, you'll be eligible for DWR's comprehensive benefits package including medical, dental and vision insurance, paid holidays, parental leave, green transit subsidy, 401k and more. ***Design Within Reach provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, marital status, national origin, ancestry, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws, and prohibits discrimination and harassment of any type.*** Location (City)

**U.S. Equal Opportunity Employment Information (Completion is voluntary)** Individuals seeking employment at Design Within Reach are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please identify your race If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 **Voluntary Self-Identification of Disability** We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at . You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to: * Autism * Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS * Blind or low vision * Cancer * Cardiovascular or heart disease * Celiac disease * Cerebral palsy * Deaf or hard of hearing * Depression or anxiety * Diabetes * Epilepsy * Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome * Intellectual disability * Missing limbs or partially missing limbs * Nervous system condition for example, migraine headaches, Parkinsons disease, or Multiple sclerosis (MS) * Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status 1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labo

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