Customer Service- Level 1 - Hybrid or remote

Covercraft Industries, LLC is hiring a Customer Service Level 1 representative to provide customer support through phone, email, chat, and support tickets. The role handles routine customer inquiries and order-related requests, resolves issues, and coordinates with internal departments to meet customer needs.

Responsibilities:

• Deliver an exceptional customer experience through phone, email, chat, and other communication channels
• Assist customers with product information, order placement, order management, returns, warranties, and general inquiries
• Manage inbound and outbound customer communications in a professional and timely manner
• Maintain accurate customer, order, return, and warranty records through data entry and documentation
• Research and resolve customer concerns, order issues, shipping inquiries, and product-related questions
• Collaborate with internal departments to ensure timely and accurate resolution of customer needs
• Follow company policies, procedures, and service standards
• Demonstrate strong problem-solving skills and sound judgment when resolving customer concerns
• Effectively prioritize workload, manage multiple tasks, and adapt to changing business needs
• Participate in ongoing training and development to maintain product, process, and system knowledge
• Maintain professionalism and confidentiality in all customer and company communications
• Demonstrates reliability, accountability, and consistent attendance
• Responsible for providing exceptional customer service through phone, email, chat, and support tickets
• Serves as the primary point of contact for customers and is responsible for resolving routine customer inquiries and order-related requests
• Assisting customers with order placement, pricing, product information, and fitment questions
• Managing customer orders, including tracking requests, shipping quotes, order changes, cancellations, and order expediting
• Processing returns and warranty requests according to company policies
• Supporting customers, dealers, marketplace partners, and third-party vendor accounts
• Resolving customer concerns and order issues while maintaining a positive customer experience
• Researching and resolving routine order discrepancies, shipping issues, and product inquiries
• Maintaining accurate customer and order information within company systems
• Collaborating with internal departments to ensure timely resolution of customer needs
• Escalating complex issues when appropriate

Requirements:

• Strong written and verbal communication skills
• Ability to work independently, manage time effectively, and remain productive in a remote environment
• Ability to maintain a professional work environment and protect confidential customer and company information
• Must be available, dependable, and actively engaged during scheduled work hours
• Strong organizational, problem-solving, and attention-to-detail skills
• Strong computer skills with the ability to learn and navigate multiple systems and applications
• Reliable high-speed internet connection capable of supporting phone, video, and business applications
• Dedicated workspace free from excessive noise and distractions during scheduled work hours
• Ability to attend virtual meetings, training sessions, and team collaboration activities as required
• Must have 20/20 vision or correction to 20/20
• Ability to sit for entire shift
• High school diploma or GED
• Previous customer service, administrative, or related experience
• Bilingual skills