What are the responsibilities and job description for the Customer Experience Specialist position at McConnell's Fine Ice Cream?
Role Overview
We’re looking for a friendly, efficient, and detail-oriented Customer Experience Specialist to provide exceptional service and support to our customers across all channels—email, phone, and chat. You’ll be the first point of contact for our customers, ensuring every interaction reflects McConnell’s quality and care.
This role is based at our Dairy in Oxnard and will be on-site for at least the first 90 days so you can learn our systems, products, and processes alongside the team. After 90 days, and based on performance, there may be an opportunity for a hybrid schedule with some work-from-home flexibility.
Our Customer Service hours are Monday–Friday, 9:00 AM–2:00 PM Pacific Time. During this window, you’ll focus on responding to customer inquiries by phone, email, and chat, with flexibility to complete additional tasks outside this window as needed.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat with professionalism, accuracy, and warmth.
- Troubleshoot and resolve product, order, and delivery issues efficiently across multiple channels (including issues related to online, wholesale, and distributor orders).
- Work within platforms such as Shopify, Mable, and Faire to research and resolve issues with existing orders, subscriptions, and shipments as needed (not day-to-day order management).
- Coordinate with internal orders/fulfillment teams and our 3rd-party distributor to ensure timely and accurate resolution of customer issues.
- Communicate with individuals and organizations regarding donation inquiries and requests, following internal guidelines and routing opportunities to the appropriate team members.
- Perform in-office tasks such as preparing mailers, assembling and shipping marketing materials, and packing gift card or merchandise orders.
- Maintain detailed documentation of customer interactions, feedback, and resolutions.
- Identify common customer issues and collaborate with internal teams to improve communication, systems, and processes.
Qualifications
- Bachelor’s degree or equivalent experience preferred.
- 1–2 years in customer service, e-commerce, or hospitality.
- Excellent writing and communication skills, with crisp grammar and empathy in tone.
- Patient, composed, and caring—even when resolving tough issues.
- Detail-oriented, organized, and efficient at multitasking.
- Tech-confident and quick to learn new software tools or workflows.
- Enthusiasm for great customer experiences—and great ice cream!
Job Type: Part-time
Pay: From $20.00 per hour
Ability to Commute:
- Oxnard, CA 93030 (Preferred)
Work Location: In person
Salary : $20