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: Remote
Hours: 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 Supervisor
Classification: Hourly, Non-Exempt
 

Job 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 services
• Maintain a positive, empathetic, and professional attitude toward customers
• Respond promptly to customer inquiries by email, chat, and phone
• Maintain a thorough knowledge of the entire catalog of DK products
• Open customer accounts by recording account information
• Maintain customer records by updating account information in Shopify
• Resolve 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 resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Collaborate with other departments and research to provide the customer with the best solution
• Check and respond daily to the following platforms:
  • CRM system Gorgias to respond to appropriate tickets 
  • Shopify for our website storefront
  • Amazon Seller Central Messages, incoming orders, and feedback
  • Amazon for message response, order confirmation, troubleshooting, feedback, and customer outreach
  • Junip for product reviews and customer experience
  • Deposco/Launch for orders, replacements, and returns
  • Recharge.Launch for shipping claims
  • Skio for Customer subscription updates and errors
  • Monday.com for department projects
  • Slack for company communications
  • Gmail for business email
  • Meta Desktop Suite for Facebook and Instagram interactions, influencer referrals, comment moderation and customer service solutions
  • SocialSnowball for affiliate management and sales tracking
  • Klayvio for Customer Email Experience and code creation
  • 1Text for Customer Text message experience management

Qualifications & Competencies:

• A minimum of 2 years of customer service experience, preferably with a well-known brand or in an e-commerce setting, is preferred.
• Proven experience working remotely, demonstrating self-motivation, discipline, and the ability to collaborate effectively with remote teams.
• Strong verbal and written communication skills, with an emphasis on phone interactions and accurate documentation.
• Knowledge of entomology or pest-related products is a plus.
• Sales Experience a plus
• Proficient in Mac systems, Gorgias, Monday.com, and Google Workspace
• Committed to delivering an excellent customer experience with empathy and professionalism
• Detail-oriented, organized, adaptable, and able to remain calm under pressure in a fast-paced environment
• Emotionally intelligent, building authentic customer and team connections
• Willingness to occasionally travel for company events, including an annual team retreat

Benefits:

• Holiday Pay Benefit: Customer Experience Representatives working partial hours on company-observed holidays will receive 1.5x their regular pay rate
• 5 Days (40 Hours) of Paid Sick Leave Annually