Customer Service Representative

Renovation Brands is a home improvement ecommerce company focused on design-rich products and customer experiences. The Customer Service Representative will serve as a primary contact for customers, vendors, and trade customers by handling inquiries, processing and tracking orders, resolving issues, managing correspondence, and supporting sales conversions.

Responsibilities:

• Answer inbound customer inquiries and make outbound follow-up calls
• Provide exceptional customer service and promptly resolve any issues
• Document and maintain accurate records of customer interactions
• Accurately process customer orders using the company's order management system
• Track and monitor order status, updating customers on their order progress
• Collaborate with the warehouse and logistics teams to ensure timely order fulfillment and delivery
• Act as the primary contact for our vendors, addressing their inquiries and resolving issues related to orders, payments, and deliveries
• Build and maintain strong relationships with vendors to ensure smooth operations and mutual satisfaction
• Manage and respond to customer and vendor emails promptly and professionally
• Draft clear and concise email communications
• Follow up on email interactions to ensure all issues are resolved satisfactorily
• Communicate with customers via online chat
• Serve as the primary contact for trade customers, ensuring their specific needs are met
• Address trade customer inquiries and provide support related to orders, product information, and account management
• Foster strong relationships with trade customers to promote loyalty and repeat business
• Turn leads into sales conversions through active relationship building and communication management

Requirements:

• 2+ years of comparable Remote customer service experience
• Excellent verbal and written communication skills to interact with customers and team members clearly and professionally
• Analytical skills to identify issues, develop solutions, and implement effective customer service strategies
• Commitment to providing exceptional customer service and enhancing the overall customer experience
• Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment
• Familiarity with customer service software, CRM systems, and basic IT skills to streamline operations and improve service efficiency
• Capacity to remain flexible and positive in a constantly changing environment, handling stress and challenging situations with grace and professionalism
• Comfortable using AI to enhance customer experience and drive operational efficiency within your role