Customer Service Specialist - Remote

About the role

The organization operates in the craft retail industry, offering fabrics, threads, yarns, and crafting tools to a diverse community of customers. It addresses the challenge of providing quality crafting supplies across multiple well-known brands, facilitating customer access through consumer websites, wholesale distributors, retail partners, and shows, thereby supporting craft enthusiasts at various skill levels. The CUSTOMER SERVICE SPECIALIST role is responsible for delivering knowledgeable and friendly support to customers across multiple craft brands. This position serves as the primary contact for order assistance, product inquiries, and issue resolution, contributing to a positive and consistent customer experience that reflects the organization's values.

Responsibilities

• Support customers via phone, email, web forms, and live chat across multiple brands.
• Provide accurate and timely responses to inquiries.
• Resolve issues using appropriate solutions and escalate when necessary.
• Answer questions related to knitting, crochet, and quilting tools and techniques.
• Manage orders, account details, shipments, and returns using internal systems.
• Write clear responses that align with the brand voice.
• Collaborate with team members and other departments to resolve issues.
• Undertake special projects or additional tasks as assigned.

Requirements

• Minimum of 2 years experience in customer service for an online retailer.
• Ability to independently resolve order, shipping, and return issues.
• Familiarity with knitting, crochet, or quilting tools and techniques.
• Proficient computer and web navigation skills.
• Experience with Microsoft Office.
• Strong written communication skills with attention to detail.
• Collaborative, adaptable, and able to multitask in a fast-paced environment.
• Preferred: Experience with Zendesk or similar platforms.
• Preferred: Knowledge of NetSuite, Shopify, or other order management systems.
• Preferred: Advanced knitting or crochet skills, including pattern reading and troubleshooting.

Benefits

• Multiple medical, dental, and vision plan options with company contributions after 30 days.
• Healthcare Savings and Flexible Spending Accounts.
• Company-paid life, short-term and long-term disability, and worldwide travel assistance.
• Voluntary life and income replacement plans.
• 401(k) Retirement Savings Plan with employer match.
• Paid time off and holiday pay.
• Employee discounts across all associated craft brands.

Pay

Starting pay range: $19.00 to $20.00 per hour, based on location and experience.