Consumer Care Expert

Job summary

The Consumer Care Expert manages consumer inquiries across multiple channels, including phone, email, and social media, to provide support and resolve issues. They also document interactions in Salesforce, diagnose product concerns, and provide expert guidance on knitting and crochet patterns.

Job details

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. Salary Range: $36,000 - $40,000 (USD)

What you’ll do

The Consumer Care Expert manages consumer inquiries across multiple channels, including phone, email, and social media, to provide support and resolve issues. They also document interactions in Salesforce, diagnose product concerns, and provide expert guidance on knitting and crochet patterns.

Requirements

Candidates must have 3-4 years of experience in customer care and 5+ years of hands-on knitting and crochet experience. Proficiency in Microsoft 365, Salesforce Service Cloud, and strong communication skills are required.

Listed skills

• Customer service · Preferred
• Communication Skills · Preferred
• Time management · Preferred
• Microsoft 365 · Preferred
• Microsoft Word · Preferred
• Microsoft Excel · Preferred
• Problem solving · Preferred
• Shopify · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Knitting
• Crochet
• Salesforce Service Cloud
• Communication skills
• Time management
• Microsoft 365
• Word
• Excel
• Problem solving
• Typing
• Shopify
• Sewing
• Embroidery
• Order management
• Empathy
• Workflow Management
• Service Standards
• Artificial Intelligence
• Customer Service
• Crocheting
• Social Media
• Time Management
• Troubleshooting (Problem Solving)
• Verbal Communication Skills
• Detail Oriented

Job areas

• Customer Service & Support
• Retail
• Creative & Media
• Customer Care Expert
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives