Customer Experience Specialist – Tier I

KnitWell Group

. Handle high volumes of KnitWell omni-channel customer contacts, including phone calls, chats, texts, and emails .

Posted 10/14/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with the ability to manage high volumes of inquiries across multiple channels while maintaining accurate customer data and adhering to PCI compliance standards. Excels in building relationships, problem resolution, and utilizing technology tools to enhance customer satisfaction.

Highest-signal resume keywords

Customer Service ExperienceExcellent Verbal And Written Communication SkillsMicrosoft Office ProficiencyProblem-Resolution AbilitiesPCI Compliance Adherence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceData ManagementSales SupportProduct KnowledgeMultitaskingProcess ImprovementComplaint ResolutionUp-SellingCross-SellingTechnology Adaptability

Soft Skills

Interpersonal SkillsRelationship BuildingOrganizational SkillsFlexibilityIndependence

Tools & Technologies

Customer Service Technology ToolsCommunication Platforms

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Omni-Channel Customer ContactsRetail ExperienceContact Center ExperienceCustomer SatisfactionConfidentiality

About the role

Key responsibilities & impact

Handle high volumes of KnitWell omni-channel customer contacts, including phone calls, chats, texts, and emails
Provide sales and service support to external customers
Build engaging customer relationships using product knowledge and personal service
Manage customer inquiries completely and accurately according to company standards
Identify and resolve customer inquiries, complaints, and problems
Educate customers about products, services, promotions, and special campaigns
Maximize up-sell and cross-sell opportunities
Maintain accurate customer data and document interactions
Schedule, assign, and follow up on inquiries according to Customer Service Guidelines
Suggest process improvements and participate in customer service initiatives
Use technology tools within established guidelines
Maintain confidentiality of company and customer data
Participate in individual and team training and meetings
Follow PCI-compliant scripts and secure processes for payment information
Escalate issues requiring additional resolution or indicating systemic problems to management
Complete miscellaneous and specialized tasks to enhance customer satisfaction and meet center performance goals

Requirements

What you’ll need

High school diploma or GED required
1–3 years of customer service experience; retail and contact center experience preferred
Excellent verbal and written communication skills
Ability to convey and receive information clearly with minimal need for clarification
Strong computer proficiency in Microsoft Office
Adaptability to company-provided technology
Outstanding interpersonal and relationship-building skills
Strong follow-up and problem-resolution abilities
Ability to multitask effectively in a fast-paced environment
Excellent organizational and communication skills
Ability to work independently, adhere to a structured schedule, and manage daily tasks with minimal supervision
Flexibility to work nights and weekends based on business needs
Strong internet connection of at least 100 Mbps for remote employees
Basic adherence to PCI compliance standards and secure handling of customer payment information

Benefits

Comp & perks

Merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies
Support for individual development
Career mobility within the family of brands
Local volunteer opportunities
Annual donation and volunteer match to eligible nonprofit organizations
Philanthropic activities supporting communities
Medical, dental, and vision insurance
401(k) retirement plan
Employee Assistance Program (EAP)
Paid time off
Paid holidays