Customer Service Specialist

This is a fully remote position, open to applicants in Ohio, +3 more states.

📋 Description

• Assist customers from various brands through phone, email, web forms, and live chat.

• Deliver knowledgeable, precise, timely, and friendly assistance.

• Solve issues using sound judgment, including the option of replacements, refunds, or credits.

• Elevate issues as necessary.

• Respond to inquiries regarding knitting, crochet, and quilting tools, techniques, and patterns.

• Process orders and update account information using internal systems.

• Monitor shipments and clarify return procedures.

• Compose clear, thoughtful replies that embody the company's brand voice.

• Work collaboratively with teammates and other departments to resolve customer concerns.

• Undertake special projects or additional duties as required.

• Familiarize yourself with product offerings across over 7 brands, as well as order and ticketing systems.

• Manage complex tickets, implement exceptions, and craft personalized responses that require research or collaboration.

• Report directly to the Director of Customer Experience.

⛳️ Requirements

• A minimum of 2 years of recent experience managing customer interactions via chat, email, and phone for an online retailer.

• Proven ability to resolve order, shipping, and return issues independently, with minimal supervision.

• Familiarity with knitting, crochet, or quilting tools and techniques.

• Strong computer and web navigation skills; adept at adapting to new systems.

• Proficient in Microsoft Office.

• Excellent writing skills with a focus on clarity, accuracy, strong spelling, grammar, and attention to detail.

• Team-oriented, adaptable, and comfortable juggling multiple tasks in a fast-paced environment.

• Experience with Zendesk or comparable customer service platforms is preferred.

• Familiarity with NetSuite, Shopify, or other order management systems is preferred.

• Advanced knowledge of knitting or crochet, with the ability to read, troubleshoot, and explain patterns is preferred.

• Availability to work from Saturday to Wednesday, 8:30 a.m. to 5:00 p.m. PT.

🏝️ Benefits

• Various medical, dental, and vision plan options after 30 days, with company contributions towards premium costs.

• Healthcare Savings and Flexible Spending Accounts.

• Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits.

• Voluntary life and income replacement plans.

• 401(k) Retirement Savings Plan with Employer Match.

• Paid time off and holiday pay.

• Employee discounts at all Local Crafts companies.

• Fully remote work opportunity.

• Regular full-time work schedule.

• Collaborate across multiple beloved craft brands.

• Expand craft industry knowledge across several brands.