Consumer Care Expert

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.