Customer Experience Specialist

Position: Customer Experience Specialist

Marco Specialties
Marco Specialties is the world’s largest pinball parts retailer, supporting the global pinball community with premium products, deep expertise, and industry-leading fulfillment speed. Our mission is to preserve kinetic art while building a strong, engaged community around it.

Position Summary:
We’re seeking a Customer Experience Specialist who views every customer interaction as both a service opportunity and a business conversation. This role is ideal for a financially savvy, sales-oriented professional who enjoys consultative, relationship-based selling and wants to directly impact revenue growth, retention, and customer lifetime value. This job will involve weekend work. If you do not have weekend availability, please do not apply.

Core Responsibilities:

• Represent Marco Specialties via phone, email, and chat with a professional, sales-focused approach.
• Identify customer needs and recommend products, upgrades, and complementary items to maximize value and satisfaction.
• Confidently discuss pricing, budgets, and purchasing considerations while building long-term trust.
• Process orders, returns, and exchanges accurately, balancing customer experience with efficiency and profitability.
• Own the RMA process; identify trends and share insights to reduce repeat issues.
• Use CRM tools and purchasing data to identify sales opportunities, support retention, and drive account growth.
• Follow up on inbound leads, event contacts, and marketing initiatives to convert interest into revenue.
• Contribute ideas to improve sales processes, customer engagement, and overall business performance.

This Role Is a Strong Fit If You:

• Measure success by customer outcomes, solution quality, and order value—not just volume.
• Take ownership of customer relationships from first contact through resolution and follow-up.
• Value accountability and enjoy contributing to revenue growth, retention, and operational improvement.
• Use customer data and insights to continuously improve recommendations and results.
• Adapt quickly to new tools and thrive in a technology-driven environment.

Qualifications:

• 3+ years in sales, customer service, account management, or another revenue-driven customer-facing role.
• Proven success meeting or exceeding sales, retention, or engagement goals.
• Strong financial awareness and comfort discussing pricing and purchasing behavior.
• Experience with CRM and order management systems.
• High technological proficiency (Zoom Contact Center, Asana, Slack, Notion, Google Workspace preferred).
• Highly organized, detail-oriented, self-directed, and accountable.
• Weekend availability is a MUST!

Preferred:

• Experience with commercial or business accounts.
• Familiarity with pinball, arcade, or enthusiast hobby industries.
• Experience with RMA, quality feedback, or operational improvement initiatives.
• Associate’s degree, or equivalent experience.

Compensation & Growth:
Competitive compensation with a clear, performance-based growth path:

• Retention-based raise at six months for team members meeting or exceeding performance benchmarks.

Job Type: Full-time

Pay: From $38,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Application Question(s):

• Do you have open weekend availability?

Experience:

• sales: 3 years (Preferred)

Ability to Commute:

• Lexington, SC 29073 (Preferred)

Work Location: In person