Clickstop - Customer Experience Specialist

Remote Capable - Hybrid - USA *+ Equity1w ago

In Office NA Health Insurance Insurance Customer Success Manager E-commerce

Requirements

• 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.

Responsibilities

• Aligning with Clickstop’s Core Values to drive our culture and business forward. • Clickstop’s Core Values • 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. • 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. • 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 • 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. • Recognition for personal, team, and company accomplishments. • Competitive compensation and a highly valued full-time benefits package: • Health Insurance ($0 Premium option), Dental & Vision Insurance • Paid Holidays, Wellness, Volunteer, and Birthday PTO • Life and Disability Insurance • 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. • This role is Hybrid with weekly onsite requirements in Urbana, IA.