Customer Experience Agent

6 months ago

Victoria, Canada VitaminLab Full time

**Customer Experience Agent - VitaminLab**

**About Us**:
Founded in 2017, VitaminLab is an award-winning organization that has been recognized as a Top Growth Company in Canada. Our mission is to change how people take vitamins and focus on personalization. We work with partners and practitioners to create a supplement unique to the needs of individuals based on blood, urine, genetic testing or individual preferences. We bring affordable, high-quality formulas to health-minded people all over the planet. Our team is growing rapidly along with our brand and we are looking for health and growth-minded people to join us at our HQ in beautiful Victoria, BC as we expand across the globe.

**About the Role**:
This position may be based in Victoria, BC (In-person, Hybrid or Remote) or remotely in Canada. We do require availability Monday to Friday between the working hours of 8 am and 4:30 pm PST.

**Responsibilities of the Role**:

- Closely monitor communication platforms and respond to customer requests, queries, and frustrations.
- Navigate across many technological platforms to get to the bottom of customer issues and create solutions.
- Chat with customers about their personalized formulas and make recommendations to help them reach their goals.
- Share proactive ideas for improving our products and services.
- Work with the Head of CE as well as Product and Marketing teams to roll out initiatives to increase customer satisfaction.
- Communicate with various departments to implement solutions and get results for the client.
- Act as a quality assurance enforcer with new website updates, new customer initiatives and any other required support.
- Pitch in with the team on anything pressing that develops

**You must**:

- Have 2+ years of experience in customer facing roles.
- Love helping others
- you care about people and their experience with our brand.
- Be uber organized
- things change quickly in startups, you’re good at keeping track of things and staying calm under pressure.
- Pick things up quickly
- you’re naturally curious and quick to learn new things via training and self directed research.
- Be calm in challenging situations
- when things go wrong or people are unhappy, you bring a sense of calm, common sense and empathy to the situation. You know that there’s a solution and you’re happy to help find a middle ground when necessary.
- Have a solid technology acumen
- you’re comfortable with online platforms and are keen to learn new systems.
- Have excellent written and communication skills and an ability to represent the brand well
- Have a desire to grow your career alongside the company.
- Have a sense of humour We take our work seriously but we have fun doing it.

**Other Assets (preferred but not required)**:

- Holistic Nutrition education.
- Experience with e-commerce platforms and online payment processing.
- Proficiency in Google workspaces including sheets, docs, teams, meets, and drive.

**Our Amazing Perks & Employee Programs**:

- Personal Fridays: Enjoy every other Friday off
- Paid Vacation Time
- 5 Paid Sick Days (if you need them, we have you covered)
- Extended Health and Dental Benefits
- Fitness and Wellness Account
- Your Own Personalized Supplement Plan
- Professional Development Allowance
- Remote/Hybrid friendly with Kwench access to those living in Victoria, BC
- Team Events and Socials
- An opportunity to grow and make an impact on an amazing team

**Please include a cover letter when applying, we'd love to hear about your interest in VitaminLab and, perhaps, nutrition/wellness and why you're excited about this role

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