Customer Service Representative

Role Overview

• Support customers Remotely across phone, email, and other communication channels while delivering a consistent, professional experience.
• Monitor, manage, and respond to inbound requests in a timely manner, ensuring follow-ups with customers and vendors are completed as needed.
• Own customer cases from initial contact through resolution, maintaining accuracy and attention to detail throughout the process.
• Communicate clearly and professionally, ensuring information provided to customers is accurate and aligned with company standards.
• Act as a liaison between customers, vendors, and internal teams to resolve post-sale questions or issues.
• Adapt to changing priorities and workflows while maintaining expected service levels.
• Meet established phone service-level expectations (90% SLA) and consistently achieve individual Customer Service performance metrics.
• Learn and accurately communicate product and order-related information to assist customers effectively.
• Work collaboratively with the Customer Service team to ensure coverage, consistency, and customer satisfaction.
• Follow established processes and contribute feedback when opportunities for improvement are identified.

Requirements

• Prior customer service experience, preferably in a retail, e-commerce, or Remote call center environment.
• Excellent written and verbal communication skills with the ability to explain information clearly and professionally.
• Comfort working in a performance-driven environment where individual and team metrics are measured and reviewed regularly.
• Ability to manage multiple tasks, prioritize effectively, and maintain accuracy in a high-volume setting.
• Solid attention to detail and follow-through, with a focus on owning issues through resolution.
• Ability to remain calm, professional, and solution-focused when working with frustrated or escalated customers.
• Willingness and ability to learn product information, systems, and processes quickly.
• Reliable attendance and schedule flexibility to support rotating shifts, including evenings and Saturdays when required.
• Coachable mindset with openness to feedback and adherence to established processes.

Benefits

• Competitive Base Salary in line with market expectations
• Medical, Dental, and Vision plans
• 401(k) Safe Harbor Plan with 4% employer match dollar for dollar
• Paid vacation allocated by position, and numerous paid holidays
• Paid Parental Leave
• Paid Sick Days (based on applicable state laws)
• Employee Discount program across all brands at a price of 10%-20% above cost
• Voluntary Life Insurance & Disability Insurance
• Voluntary Accident & Critical Illness Insurance
• Employee Referral Program w/Monetary Bonus
• Discounts through LifeMart