Customer Service Representative

Renovation Brands is focused on creating design-rich home improvement product offerings via Ecommerce. They are seeking a reliable and highly organized Customer Service Representative to support customers by delivering a consistent, professional, and positive customer experience.

Responsibilities:

• 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:

• Reliable and highly organized
• Excellent customer service fundamentals
• Comfort working in a fast-paced Remote environment
• Ability to quickly learn detailed product and process information
• Clear communication skills
• Strong attention to detail
• Customer-first mindset
• 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
• Experience in home improvement or cabinetry