Customer Experience Specialist

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