Customer Service Representative

Job Purpose

The Customer Service Representative will be responsible for assisting customers with order placement and status updates, product inquiries, and resolving order issues.

Essential Functions

• Answer order line and process customer’s orders.
• Update customers on order status in all systems.
• Answer Customer Service line when needed and forward customer’s concerns to the full-time staff.
• Affords assistance with training of temporary staff.
• Affords assistance in warehouse functions such as kitting, packing, and giftwrap when needed.
• Openings and processing returns.

Knowledge, Skills, And Abilities

• Must be proficient in email and phone etiquette.
• Must possess basic reading, math, and computer/data entry skills.
• Must be able to follow oral and written instructions.
• Must be knowledgeable in conflict resolution skills.

Physical Demands and Work Considerations

• Employee must be able to stand and walk for extended periods of time.
• This position is based in our distribution center located in Ivy VA.
• Customer Service Representative will be expected to switch between the evening and day shifts as needed during the busy holiday season (mid-October to December 31, 2026).
• Morning shift starts at 8:00 am and second shift works until 9:00 pm.
• Weekend hours required during busy season.

Education

• High-school diploma or GED.
• Customer Service experience required.

Benefits

• 401(k) retirement savings plan + up to a 6% match.
• Fitness club membership discount.
• Discount in the Monticello Café, gift shop, and Monticello online catalog.
• Employee Assistance Program (EAP) – free for employee and dependents.
• $500 employee referral bonus.