Customer Experience Representative

The Customer Experience Representative serves as the first point of contact for customers and Brand Partners, ensuring a seamless, welcoming, and knowledgeable experience across all touchpoints.

Based in the Experience Centre, this role supports inquiries related to products, accounts, and orders through in-person interactions, phone, email, and chat.

The ideal candidate is a proactive problem solver with strong interpersonal and organizational skills, committed to delivering exceptional service and contributing to the overall customer journey and brand loyalty.

Essential Functions:

• Greet and assist customers and Brand Partners visiting the Experience Centre, offering product education and personalized recommendations while encouraging hands-on engagement with products.
• Provide prompt, professional support across multiple channels for inquiries related to accounts, orders, and products.
• Maintain a clean, organized, and visually appealing Experience Centre by replenishing stock and maintaining product displays.
• Sign in visitors, assist with facility navigation, and provide support with Training Room bookings.
• Accurately document all customer interactions and feedback in CRM and support systems.
• Resolve customer concerns with empathy, efficiency, and a focus on long-term satisfaction.
• Collaborate with internal teams to resolve complex issues and escalate when necessary.
• Provide insights and feedback from customer interactions to support continuous improvement in service delivery.
• Stay up to date on company policies, promotions, product knowledge, and system changes to ensure accurate and current information is shared with customers.
• Meet or exceed performance metrics, including response time, customer satisfaction, and issue resolution.
• Consistently represent the Young Living brand in a professional, positive, and values-aligned manner.

Skills & Qualifications:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with active listening abilities.
• Proficiency in customer service tools and CRM platforms (e.g., OMS, Microsoft Outlook).
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Strong problem-solving skills and keen attention to detail.
• Empathy, patience, and professionalism when supporting diverse customer needs.
• Tech-savvy and comfortable navigating multiple digital communication platforms.

Required Education and Experience:

• High school diploma or equivalent.
• At least 1 year of experience in a customer service or support role.
• A combination of education and relevant professional experience may be considered to meet the minimum qualifications.

Preferred Education and Experience:

• Associate’s or Bachelor’s degree in Business, Communications, Marketing, or a related field.
• 2+ years of customer service or customer experience in a call center, retail, or support environment.
• Experience working in a team-oriented, customer-facing role.
• Familiarity with customer experience principles and customer journey mapping is a plus.

Work Environment:

• This job operates in a professional office environment.
• The role routinely uses standard office equipment such as a laptop, desktop, smartphone, and photocopiers.
• The noise level in the work environment is usually moderate.
• Essential oils are worn and/or diffused in the work environment.

Position Type/Expected Hours of Work:

• This position requires the incumbent to be physically present at the assigned worksite.
• The regular schedule is from 10 a.m. to 6 p.m., with a half-hour lunch, Monday through Friday.
• Occasional evening and weekend work may be required as job duties demand.
• Employees are also expected to work at least one non-convention farm event a year and to work at the annual company convention.
• Exact hour requirements and schedule can be reasonably modified as necessary for the business needs by the employee’s manager.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Specific vision abilities of this job include close vision and the ability to adjust focus.
• The employee is required to type, file, and occasionally lift office supplies up to 20 pounds.
• The employee must be physically able to tolerate the scent of essential oils worn or diffused.