Consumer Care Expert
REMOTE,Job$36–40K/yrSeen 3w agoSeen in employer's feed 2 days ago
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Job overview
The Consumer Care Expert is a trusted frontline resource for Spinrite consumers, delivering knowledgeable and empathetic support across phone, email, mail, social media, and AI‑assisted channels while providing information, answering questions, and resolving issues.
Skills & qualifications
Skills
Qualifications
Full job description
About the Consumer Care Expert
The Consumer Care Expert is a trusted frontline resource for Spinrite consumers. In this role, you will deliver knowledgeable, empathetic support across phone, email, mail, social media, and AI-assisted channels by providing helpful information, answering questions, and resolving issues for our consumers.
Duties and Responsibilities
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Manage consumer inquiries across all supported channels in line with Spinrite service standards.
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Resolve knitting and crochet pattern questions, provide clear guidance, and partner with pattern designers on complex issues.
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Guide consumers to the right Spinrite products on Yarnspirations.com and in retail stores.
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Diagnose and resolve product-quality concerns.
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Support the end-to-end order experience, including placing and tracking orders, resolving issues, and processing refund requests.
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Document every consumer interaction in Salesforce Service Cloud and maintain accurate records of product and pattern concerns.
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Spot recurring questions, quality issues, and emerging trends, and share actionable insights with the appropriate teams.
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Perform other duties as required. Qualifications:
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Excellent written and verbal communication skills, with a calm, empathetic, and solutions-focused approach.
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Strong attention to detail, organization, and time management, with the flexibility to shift priorities without disrupting workflow.
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Accurate real-time documentation skills and a minimum typing speed of 50 words per minute while on a live call.
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Strong Microsoft 365 skills, including Word and Excel, and the ability to learn new systems and processes quickly.
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3–4 years of relevant experience in consumer care, customer service, or a related support role within a corporate environment.
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5+ years of hands-on knitting and crochet experience, with the ability to read, interpret, and troubleshoot patterns.
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Hands-on experience with Salesforce Service Cloud or a comparable customer care platform; Shopify experience is an asset.
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Sewing and/or embroidery experience is an asset.
Salary Range: $36,000 - $40,000 (USD)
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