Representative, Customer Service

We're looking for a Customer Service Representative who thrives on ownership, follow-through, and making sure every customer leaves with their issue fully resolved. This role focuses on managing a portfolio of customer cases from start to finish—coordinating with internal teams and external partners, staying organized, and ensuring nothing slips through the cracks.

About the role

You’ll manage customer cases from initial contact through final resolution, ensuring all details are handled accurately and completely. This isn’t a typical call center role; you won’t rush through high volumes of calls or hand off cases. Instead, you’ll take full ownership, follow up proactively, and communicate clearly across phone, email, and chat.

Experience in home improvement or cabinetry is a bonus, but not required. What matters most is your mindset: organized, accountable, and customer-first.

Responsibilities

• Own customer cases from initial contact through final resolution, ensuring all details are handled accurately and completely
• Manage customer communication across phone, email, and chat while maintaining professionalism and clarity
• Track and follow up on open issues with customers, vendors, carriers, and internal teams
• Investigate and resolve order issues, delivery problems, product questions, and post-sale concerns
• Coordinate across multiple teams and partners to ensure timely and accurate resolution
• Maintain detailed and organized documentation in CRM systems
• Provide proactive updates to customers and ensure expectations are clearly set and met
• Identify recurring issues or trends and escalate insights to leadership for root cause analysis
• Balance multiple active cases while maintaining accuracy, responsiveness, and follow-through
• Meet service expectations while prioritizing quality and completeness of resolution

Requirements

• Customer service experience in a structured environment (e-commerce, logistics, call center, or similar)
• Ability to manage multiple open cases simultaneously with consistent follow-through and closure
• Ownership mindset—takes full responsibility for customer outcomes, not just actions
• Experience working with CRM systems and documenting customer interactions accurately
• Clear written and verbal communication skills, including proactive updates to customers and internal teams
• Highly organized and detail-oriented with the ability to stay on top of tasks in a fast-paced environment
• Natural problem-solver who can investigate and resolve non-standard issues independently
• Bonus: experience with order issues, shipping/logistics, vendor coordination, or case/claims management

Success is measured by resolution quality, documentation accuracy, follow-up reliability, and customer satisfaction.

Schedule

• Candidates must have availability Monday–Saturday, 40 hours per week
• Shifts rotate between 1st and 2nd shift
• 5 workdays per week, 8 hours each workday

Pay

Hourly pay rate: $20.00 - $22.00 (based on experience & interview performance)

Benefits

• Competitive base salary in line with market expectations
• Medical, dental, and vision plans
• 401(k) Safe Harbor Plan with 4% employer match dollar for dollar
• Paid vacation allocated by position, and numerous paid holidays
• Paid parental leave
• Paid sick days (based on applicable state laws)
• Employee discount program across all brands at a price of 10%-20% above cost
• Voluntary life insurance & disability insurance
• Voluntary accident & critical illness insurance
• Employee referral program with monetary bonus
• Discounts through LifeMart

About the company

At Renovation Brands, we focus on creating design-rich home improvement product offerings via e-commerce that enhance customers' environments and lifestyles. Our mission is empowering customers to bring their visions to life, and our culture is built on five core values:

• Empower the Customer – This is about their vision, not ours.
• Think big. Move fast – We sprint when others stroll.
• We’re a team first – Period.
• Fearlessly Transparent – Robust debate, wholehearted respect, and commitment required.
• Do’ers Not Dreamers – We get more done with a match than other companies do with a blowtorch.

We value an inclusive, transparent work environment where every voice is heard and believe our diversity makes us stronger and better equipped to serve customers globally.

Our brands include American Tin Ceilings, Reggio Registers, Baseboarders, RTA Cabinet Store, Electric Fireplaces Direct, Mantels Direct, Trueform Concrete & Blendhouse, Cast & Bevel, Vent Covers Unlimited, and Madelyn Carter.