Customer Experience Agent and Retention Specialist - 6 Month Contract

Customer Experience Agent and Retention Specialist - 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:

We are seeking an experienced full-time employee (40 hrs/wk) who has at least 2+ years experience in customer service. The ideal candidate will have a working knowledge of technical programs used for customer management, as well as payment and subscription processing. They will also have experience working for an online subscription business with a focus on retention strategy and execution.

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.

This is a contract position for an initial 6 months with the potential to turn into a full-time, permanent role. 

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.
• Convey a smile through a phone call or email and diffuse customer issues with empathy and compassion. 
• Focus on the retention of existing customers requesting to cancel their subscriptions, while developing new retention strategies alongside the Head of Customer Experience
• 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- you understand the nuances of communicating via email and chat with customers, you come across as friendly, knowledgeable and enthusiastic to help. 
• 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):

• Experience with e-commerce platforms and online payment processing.
• Experience with omni-channel platforms including phone, chat, and ticketing systems.
• Proficiency in Google workspaces including sheets, docs, teams, meets, and drive.
• Experience in an online customer service role within a subscription based business

Our Amazing Perks & Employee Programs:

• Personal Fridays: Enjoy 15 paid Personal Fridays per year
• 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 office 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

The typical starting base salary range for this position is $50,000 CDN.

***Note: While we would love to meet every applicant, we have supplements to make! Only those candidates under consideration will be contacted. We thank you so much for your interest.

Our team handles both personal information and personal health information, which means candidates that receive and accept employment offers must undergo a background check.