Custom Closets Customer Service Speciali

Overview

The Custom Closet Customer Service Specialist position is responsible for daily communication with customers, stores, Market Customer Spaces Sales Manager and both employee and third‑party installation coordinators and installers. This role manages the information flow between all parties involved in the installation process, including Outside Sales Design Consultants, the Central Design Team, and the Customer Solutions Department (CSD). This is a full‑time, hourly, non‑exempt position.

What We Stand For

Established in 1978, The Container Store is the leading specialty retailer of storage and organization products in the United States and the only national retailer devoted solely to this category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space, and improve the quality of their lives. Our culture is built around our Foundation Principles, which guide our relationships with employees, vendors, customers, and communities and influence every aspect of our business.

Responsibilities

• Ensures the customer’s installation is completed on the initial visit by facilitating communication between customers, stores, and installers (employee and third‑party) with a focus on the customer experience.
• Resolves installation issues promptly via phone and email communication with installers and stores.
• Collaborates efficiently with team members and supervisors to assist customers.
• Uses call logs and emails to communicate effectively with stakeholders when issues occur prior to or during installation.
• Collects all pertinent information from callers to create effective and concise incident descriptions.
• Updates Salesforce in a timely manner and keeps stakeholders informed throughout the process.
• Adjusts installation orders for changes in price, schedule, and designs when applicable.
• Maintains product knowledge of all custom closet systems and related components.
• Collects and processes installation fees with customers as needed while maintaining confidential and sensitive company and customer information.
• Provides Certificates of Insurance to involved parties for employee installer markets and facilitates the process for third‑party markets based on customer building requirements.
• Maintains awareness of current and upcoming sales promotions.
• Communicates installation survey results to third‑party contractors.

Qualifications

• High school diploma.
• Previous customer service experience (closet industry experience a plus).
• Professional written and oral communication skills; strong problem‑solving ability; ability to work with people at all levels inside and outside the organization.
• Strong computer skills: proficiency in Outlook, Word, and experience with Excel.
• Ability to work scheduled hours, including weekends.
• Strong attention to detail, organizational skills, and ability to quickly prioritize mission‑critical tasks.
• Flexible, positive attitude and passion for knowledge.
• Makes strategic and effective decisions in the best interest of customers and the company, objectively processing information.
• Ability to work within and exemplify The Container Store brand (matchless, fun, authentic, team‑focused, life‑changing).

Benefits

• Rewarding pay to recognize the value you bring to the team.
• Competitive health, dental, and vision plans.
• 401(k) retirement savings plan with optional investment guidance through Fidelity.
• Access to the “1equals3” website for benefits information and company updates.
• Competitive sick pay and PTO plan.
• Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance, and flexible spending accounts (FSAs).
• Family‑focused support: parental leave policies, adoption and surrogacy assistance, fertility & maternity support program.
• Work‑life balance boosters: paid holidays, gym membership discounts, qualified transportation benefits.
• Generous employee discount on merchandise, custom spaces, services, gift cards, and pet insurance.
• Recognition programs: service awards, retirement gifts, core‑principles honors, and daily contribution acknowledgments.
• Employee Resource and Affinity Groups to support diversity, community involvement, and cultural heritage.
• Fun, collaborative work environment with opportunities to learn, grow, and make a real difference.

Schedule

• Ability to work scheduled hours, including weekends.