Customer Experience Specialist

About Atrium:

What you do matters. As a people-centric organization, we foster an environment of collaboration, high performance, and innovation where your talents are valued and your achievements are celebrated. Join us and become part of an inclusive team.

Client Overview:

Our client, a fast-growing consumer brand with a national presence, is seeking a personable and solutions-driven Customer Experience Specialist to join their team. Known for their commitment to high-touch service and community-driven values, the company blends innovation with a personalized approach to client care. If you are a solution-oriented Customer Experience Specialist who thrives on creating positive, meaningful interactions, this is a great opportunity to make your mark at a fast-growing, customer-first company.

Salary/Hourly Rate:

$28/hr – $30/hr Depending on experience

Position Overview:

The Customer Experience Specialist will serve as a key point of contact for customers, helping to resolve issues, answer inquiries, and ensure an exceptional overall experience. The ideal Customer Experience Specialist is empathetic, organized, and thrives in a fast-paced, customer-facing environment. This role offers room to grow into team leadership, CX operations, or brand communications.

Responsibilities of the Customer Experience Specialist:

• Respond to customer inquiries via email, chat, phone, and social channels with professionalism and care.
• Troubleshoot issues related to orders, shipping, product concerns, or returns as a proactive Customer Experience Specialist.
• Collaborate with fulfillment, product, and marketing teams to resolve concerns efficiently.
• Document and escalate recurring customer feedback or trends.
• Maintain accurate records of interactions using CRM tools.
• Assist with the creation of support documentation and FAQs.
• Represent the voice of the customer internally and contribute ideas for improving the customer journey.
• Support onboarding and engagement strategies for new customers and VIPs.
• Take part in internal CX team meetings and project coordination.

Required Experience/Skills for the Customer Experience Specialist:

• 1 – 3 years of experience in customer experience, customer support, or client services.
• Excellent verbal and written communication skills.
• Familiarity with customer support platforms (e.g., Zendesk, Gorgias, Salesforce).
• Ability to handle multiple conversations and resolve issues under pressure.
• Empathy, patience, and a genuine desire to help people.

Preferred Experience/Skills for the Customer Experience Specialist:

• Experience working with consumer products, e-commerce, or DTC brands.
• Comfort working in a hybrid or fully digital customer support environment.
• Exposure to operations, logistics, or fulfillment workflows.
• Creative thinker with a customer-first mindset.
• Desire to grow into CX strategy or customer success roles.

Education Requirements:

• Bachelor’s degree is preferred.

Benefits:

• Atrium Care Package available, upon eligibility (including healthcare plans, discount programs, and paid time off).
• Competitive hourly rate and flexible hybrid schedule.
• Exposure to Product, Operations, and Brand Marketing teams.
• Collaborative and mission-driven company culture.

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As a woman-owned firm, we value diversity. We are an equal opportunity and affirmative action employer and will consider all applications without regard to race, sex (including gender, pregnancy, sexual orientation and gender identity), age, color, religion or creed, national origin or ancestry, veteran status, disability (physical or mental), genetic information, citizenship or any other characteristic protected by law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Candidates who apply for roles through the Atrium website will be added to our candidate pool and may be considered for additional roles of a similar title. Please contact us to request an accommodation.
EOE/M/F/D/V/SO