Customer Experience Representative
Hyer Boots
- Saint Paul, Illinois, United States
- Saint Paul, Illinois, United States
Über
DTC Customer Experience Representative Department:
Customer Experience Reports To:
Customer Experience Manager Location:
Remote Employment Type:
Full-Time Overview
HYER is a
fast-growing and fast-paced team
dedicated to delivering exceptional products and experiences that embody the values of quality, authenticity, and the western way of life. The
Customer Experience Representative
serves as the first point of contact for customers and retail partners, providing outstanding service and support across all touchpoints. This role plays a key part in managing communication related to
orders, cancellations, returns, and warranty claims , ensuring every interaction is handled with professionalism, empathy, and accuracy while contributing directly to
driving the HYER customer experience and enhancing overall customer satisfaction . Key Responsibilities
Customer Communication & Support
Respond promptly and professionally to customer inquiries via phone, email, and chat. Provide clear information on products, orders, shipping status, and company policies. Support customers with order placements, tracking, cancellations, and returns, following established SOPs. Communicate proactively regarding defect, warranty, or replacement requests, ensuring proper documentation and resolution. Maintain a consistent brand voice and deliver a high-quality experience that reflects HYER’s values. Ticket & Queue Management
Manage and record all customer tickets within the CX platform (Kustomer), maintaining visibility into open, pending, and resolved cases. Organize, prioritize, and elevate tickets according to urgency and category (e.g., returns, cancellations, warranty claims). Maintain a
structured ticket pipeline
to ensure timely resolution, accuracy, and team accountability. Qualifications
1–2 years of experience in Customer Experience or eCommerce support. Shopify experience required
— ability to navigate orders, process returns, and issue refunds within the platform. Experience with
CX ticketing systems
(e.g., Kustomer, Zendesk, or Gladly). Strong written and verbal communication skills; capable of handling high-volume customer communication with clarity and empathy. Detail-oriented, organized, and able to manage multiple priorities in a fast-paced environment. Familiarity with western apparel, boots, or lifestyle brands is a plus.
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Sprachkenntnisse
- English
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