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VITALITY INSTITUTE MEDICAL PRODUCTS
VI Peel | VI Derm
Customer Experience Specialist
Department: Customer Experience Reports To: [CX Manager / Director]
Location: FULLY REMOTE Status: [Full-Time / Non-Exempt]
About Vitality Institute
Vitality Institute Medical Products is the maker of the VI Peel and VI Derm lines, trusted by
aesthetic and dermatology providers nationwide. Our Customer Experience team is the front
line of every account relationship-the people who make ordering effortless, resolve issues
quickly, and keep our providers confident that we have their back. As we grow our inside sales
channel, we are looking for a sharp, service-minded CX Specialist to help deliver a seamless
experience across every touchpoint.
Position Summary
The Customer Experience Specialist is responsible for delivering prompt, professional, and
proactive support to our accounts across phone, email, and CRM channels. This role lives at the
intersection of sales support, order management, and customer care-fielding inbound
inquiries, conducting proactive outbound outreach, and partnering closely with shipping, inside
sales, and outside sales to ensure every order and interaction is handled accurately and on
time. Success in this role requires someone who is highly organized, technically fluent across
systems (NetSuite and HubSpot), and able to toggle quickly between tasks and platforms
without dropping a beat.
Key Responsibilities
Customer Support & Communication
• Inbound support: Answer incoming calls and messages promptly and professionally,
assisting accounts with orders, product questions, account updates, and issue resolution.
• Outbound outreach: Conduct proactive outbound calls and follow-ups-order
confirmations, reorder reminders, issue resolution, and account check-ins-to support
retention and a best-in-class customer experience.
• Responsiveness: Manage a high volume of touchpoints with consistent follow-through,
ensuring no inquiry goes unanswered and commitments are met on time.
Systems & Order Management
• NetSuite: Process, track, and manage orders in NetSuite; pull account and order
information accurately and resolve discrepancies.
• HubSpot: Log activity, manage records, and track customer interactions in HubSpot to
maintain accurate, up-to-date account histories.
• System agility: Pivot and toggle fluidly between multiple software platforms and systems
throughout the day, maintaining accuracy and attention to detail across all of them.
Cross-Functional Collaboration
• Shipping & operations: Partner with the shipping/logistics team to track fulfillment,
resolve delivery issues, and keep customers informed.
• Sales channels: Collaborate with inside and outside sales (BAMs) to support accounts,
hand off opportunities, and ensure a unified, seamless experience across channels.
• Continuous improvement: Surface recurring issues and customer feedback to help
refine processes and improve the overall customer experience.
Required Qualifications
• Familiarity with NetSuite and HubSpot (or demonstrated ability to learn new systems
quickly).
• Proven ability to manage and switch between multiple software systems and tasks
simultaneously.
• Strong organizational skills and a responsive, detail-oriented work style.
• Excellent verbal and written communication skills; comfortable and confident on the phone
for both inbound and outbound calls.
• A professional, customer-first demeanor with a track record of prompt, reliable follow-
through.
• Ability to collaborate effectively across teams and departments.
Preferred Qualifications
• Experience in the medical aesthetic, skincare, or related industry (preferred, but not
required).
• Prior experience in customer experience, customer service, account management, or
inside sales support.
• Located in or near the Greater Los Angeles area.
Core Competencies
Organized • Responsive • Tech-fluent • Adaptable • Collaborative • Professional
• Prompt • Customer-first