Customer Service Representative

Looking for a calling — at a place where your brain, your standards, and your work ethic actually matter? We're Smokingpipes — the largest online retailer of pipes and pipe tobacco in the world. We serve thousands of customers who notice everything. These aren't casual shoppers. They're enthusiasts who spend hours researching, comparing, and obsessing over details. They remember every interaction. They’re probably the nicest customers any company could ask for, but they often ask very esoteric questions and sometimes have very specific needs. And a Customer Service Representative’s job is not to get them off the phone as quickly as possible: it’s to make sure their needs are met, their questions answered, and build relationships with them.

About the role

You're the voice they hear when something matters. The person who turns a problem into a reason to order again. You’ll build relationships and trust with customers such that they absolutely know that if they do have a problem with a product Smokingpipes sells or a service it provides, it’ll be addressed diligently, professionally, and with kindness and patience. That's the standard. Every customer. Every interaction.

Responsibilities

• Answer inquiries via phone, email, and live chat with the kind of care that makes people write reviews like, "I can't believe how much they helped me. They actually gave a damn."
• Research orders to identify issues before customers even notice them.
• Build relationships with repeat customers who become part of the community.
• Work with carriers to track down missing packages and make things right.
• Handle inside sales when customers need guidance on what to buy next.
• Keep customer files accurate and up to date.

You'll Thrive Here If

• You're not looking for easy. You're looking for right.
• You show up on time because that's what professionals do.
• You listen because the details matter.
• When a customer has a problem, it bothers you — and you solve it instead of passing it off.
• You don't need someone standing over your shoulder to do good work; you do it because anything less pisses you off.
• You don't just want to answer questions. You want to be the person customers ask for by name. The one who doesn't drop the ball. The one who makes everyone else's job easier because you handled your part right.

This is a landing pad, not a parking lot. People who excel here don't stay stuck; they grow into lead roles, operations positions, and other parts of the business as they demonstrate judgment and initiative.

Benefits

• Competitive compensation.
• Health, dental, and vision insurance.
• Six paid holidays.
• Generous PTO.
• 401(k) with 1:1 match up to 4% and no vesting period.
• Casual dress (jeans and t-shirts).
• Tuition reimbursement.
• Referral bonuses.
• Year-end bonuses.
• Fresh fruit daily.
• Paid luncheons and regular company events.

Requirements

• Exceptional communication skills — written and verbal — that make people feel heard.
• A real intolerance for half-answers and brush-offs — when a customer needs help, you see it through.
• Reliability: on time, on site, able to work days, evenings (up to 7:00 p.m.), and some weekends.
• Strong problem-solving instincts and the organizational skills to juggle multiple inquiries without losing track.
• Curiosity about pipes, cigars, or really any other "deep hobby" worlds where the minutiae really matter.
• Proficiency in Windows and Microsoft Office; comfort learning new systems.
• A valid driver's license and the ability to pass a criminal background check.

Reality check: we work around tobacco and smoke; many of us are enthusiasts. You’ll often be in smoking areas, so you’ll need to be comfortable with that.

Pay

$19.50 hourly