Customer Service Representative

Parting Stone is a mission-driven organization transforming cremated remains into meaningful keepsakes for families. The Customer Service Representative provides compassionate, concierge-level support to funeral home and pet aftercare partners and direct customers, manages inquiries and order support, and helps improve customer service workflows across teams.

Responsibilities:

• Serve as the primary point of contact for B2B partner and DTC family inquiries via phone, email, and chat channels
• Provide timely, professional, and compassionate responses to questions regarding order status, timelines, process steps, and issue resolution for both customer types
• Support onboarding for new B2B partners from account creation and guidance on how the process works and what families should expect
• Assist B2B partners with their first orders to ensure a smooth start and build confidence in the service
• Maintain proactive outbound communication with B2B partners to strengthen relationships, reduce recurring issues, and provide B2B partners with excellent customer service
• Provide excellent customer service to direct customers by answering questions, providing support from initial contact through order completion, helping resolve issues quickly, and following up with customers to make sure they feel supported
• Troubleshoot customer and partner issues such as missing information, corrections, and timeline concerns
• Triage the support inbox and monitor phone coverage during scheduled windows
• Escalate complex or urgent issues to the appropriate internal team while maintaining ownership and clear communication
• Manage partner loyalty and engagement programs, including communication and execution
• Establish systems and protocols to optimize workflow, enhance efficiency, and support departmental growth
• Identify recurring customer pain points across both B2B and DTC segments and propose improvements to strengthen the customer experience
• Provide unbiased, thoughtful support that reflects Parting Stone's commitment to an inclusive and respectful environment
• Identify symptoms of personal emotional fatigue, implement coping strategies, and seek support when needed
• Perform other duties as business needs evolve

Requirements:

• Excellent written and verbal communication skills with the ability to convey empathy and professionalism
• Strong organizational abilities with exceptional attention to detail
• Proven time-management and multitasking skills in fast-paced environments
• Emotional intelligence and self-awareness to recognize signs of compassion fatigue
• Calm problem-solving skills and the ability to think analytically under pressure
• Ability to quickly learn new software platforms (we use Odoo, HubSpot, Slack,Google Workspace, and some AI tools as needed)
• Self-motivating with strong follow-through and accountability
• Collaborative mindset with the ability to work across departments and provide timely support
• Good sense of humor
• This is a remote work position that requires constant interaction with customers via email and phone
• Monday - Friday (must be able to work US hours). Occasionally, evening and weekend work may be required as job duties demand
• Location: Santa Fe, NM (in-office) or Remote
• 4+ years of customer service experience, with exposure to both B2B and B2C support preferred, and if remote, 3+ years of remote work experience