Customer Experience Specialist

Customer Experience Specialist

Customer Experience Specialist for Onyx + Rose and FIT by Katy

Our growing brands, Onyx + Rose and FIT by Katy, are looking for someone who can delight our potential and current customers through expedient and thorough customer communications. 

This enthusiastic individual will listen to customers whether they have product questions or order concerns and offer positive and specific solutions to each person. The successful candidate for this role will have a strong command of the company’s customer service policies, and be well-trained in product knowledge in order to offer quick and accurate assistance to customers. This person also should be capable of managing part time employees, and have the desire to expand this role, as well as the Customer Experience team in the organization. 


  • 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; following up to ensure resolution. 
  • Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every communication.
  • Update customer information in the customer service database during and after each communication. 
  • Work with the management team to stay updated on product knowledge and be informed of any changes in company policies. 
  • Recommend potential products, services or solutions to management by collecting customer information and analyzing customer needs.
  • Impact the company’s bottom line by problem-solving and turning a customer’s frustration into a positive experience.
  • Respond to customer reviews, both positive and negative.
  • Desire to become a leader in the organization and take on further management responsibilities. 
  • Assist team members with sending out product orders to vendors, influencers, the media, etc. 

Qualifications and Skills

  • Must be 18 years of age or older
  • High school diploma/GED required (Associate degree or higher in a business-related field preferred)
  • Ability to remain professional and courteous with customers at all times
  • Must be available to work occasional nights, holidays, and weekends
  • Excellent verbal and written communication skills

Experience with any of these softwares is a plus

  • Hubspot 
  • Iterable
  • Square
  • Shipstation
  • Yotpo
  • Zendesk

If interested, please email resume to