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
- Manage consumer inquiries across all supported channels in line with Spinrite service standards.
- Resolve knitting and crochet pattern questions, provide clear guidance, and partner with pattern designers on complex issues.
- Guide consumers to the right Spinrite products on Yarnspirations.com and in retail stores.
- Diagnose and resolve product-quality concerns.
- Support the end-to-end order experience, including placing and tracking orders, resolving issues, and processing refund requests.
- Document every consumer interaction in Salesforce Service Cloud and maintain accurate records of product and pattern concerns.
- Spot recurring questions, quality issues, and emerging trends, and share actionable insights with the appropriate teams.
- Perform other duties as required. Qualifications:
- Excellent written and verbal communication skills, with a calm, empathetic, and solutions-focused approach.
- Strong attention to detail, organization, and time management, with the flexibility to shift priorities without disrupting workflow.
- Accurate real-time documentation skills and a minimum typing speed of 50 words per minute while on a live call.
- Strong Microsoft 365 skills, including Word and Excel, and the ability to learn new systems and processes quickly.
- 3–4 years of relevant experience in consumer care, customer service, or a related support role within a corporate environment.
- 5+ years of hands-on knitting and crochet experience, with the ability to read, interpret, and troubleshoot patterns.
- Hands-on experience with Salesforce Service Cloud or a comparable customer care platform; Shopify experience is an asset.
- Sewing and/or embroidery experience is an asset.
