Customer Service Representative (E-commerce)

Allegiance Flag Supply•Charleston, SC

14h•Remote

About The Position

Allegiance Flag Supply is seeking a Customer Service Representative to join their team. This role is primarily remote, with a preference for candidates in the Charleston, SC area or within a few hours of their North Charleston facility. The company values bringing the team together periodically for company events, team meetings, training, and other opportunities to connect in person. This is a full-time position with a typical schedule of Monday–Friday, 9 AM–5 PM ET, with flexibility during peak seasons as business needs require. The Customer Service Representative will be responsible for delivering exceptional customer experiences across various support channels, owning issue resolution, and working efficiently to manage customer conversations. They will utilize AI-powered tools and automation, follow processes with precision, and maintain organization and accountability. The role also involves becoming a product and process expert, contributing to continuous improvement, and supporting the team. The company is committed to quality, integrity, patriotism, and supporting American jobs and manufacturing, offering opportunities for growth and a collaborative team environment.

Requirements

1–3 years of customer service experience, preferably in e-commerce, retail, hospitality, software support, or another fast-paced customer-focused environment.
Ownership and follow-through: When something is yours, you see it through and communicate when something gets in the way.
Growth mindset: You're open to feedback, willing to learn, and able to apply what you've learned the next time.
Independence and collaboration: You're comfortable working autonomously but know when to pull in a teammate or ask for help.
Composure: You can stay level-headed through difficult customer conversations, changing priorities, and high-volume periods.
Strong communication skills: You communicate clearly and confidently, both in writing and conversation, and know how to adjust your approach based on the customer and situation.
Problem-solving ability: You're resourceful, curious, and comfortable looking for answers and working through challenges.
Judgment & decision-making: You use available information and established guidelines to make confident, thoughtful decisions, knowing when to act independently and when to escalate.
Attention to detail: You catch the small things and take pride in getting orders, refunds, replacements, returns, and documentation right.
Efficiency and organization: You can manage multiple conversations and priorities while meeting expectations for productivity, responsiveness, quality, and customer satisfaction.
Tech adaptability: You're comfortable learning new systems and working alongside AI, automation, macros, workflows, and knowledge tools.
You'll need a reliable internet connection and a distraction-free workspace that allows you to be fully engaged during working hours and virtual meetings.

Nice To Haves

Experience with Gorgias, Shopify, ShipStation, or similar e-commerce/customer support platforms is a plus, but not required.
You like solving tickets and the satisfaction of getting things done.
You naturally look at the information available to you before asking someone else for the answer.
You care about getting things right, but you don't believe every problem needs to become complicated.
You can move quickly without sacrificing attention to detail.
You enjoy learning new tools and finding better ways to work.
You take feedback, apply it, and keep growing.
You notice when something doesn't make sense and speak up, ideally with an idea for how to make it better.
You're comfortable owning your work independently and enjoy being part of a team that holds a high standard.
You genuinely care about leaving the customer in a better place than you found them.

Responsibilities

Assist customers across phone, email, chat, social, and other support channels with warmth, professionalism, and confidence.
Take customer issues from question to solution whenever possible, using the information and resources available to minimize unnecessary back-and-forth.
Manage a steady volume of customer conversations while balancing speed, accuracy, quality, and customer satisfaction.
Know when you can confidently solve something, when you need to dig deeper, and when an issue truly needs to be escalated.
Use documented policies, workflows, and customer and order information to make accurate decisions without overlooking important details.
Use AI-powered tools, automation, macros, and workflows to work smarter and faster while knowing when human judgment and a personal touch matter most.
Prioritize your workload, maintain clear documentation, follow through on commitments, and communicate proactively.
Build a strong understanding of our products, policies, systems, and customer experience standards.
Notice recurring questions, customer friction, and process gaps and bring forward observations and recommendations for how we can improve.
Help keep internal and customer-facing resources accurate, useful, and up to date.
Collaborate, share knowledge, and jump in where needed, especially during our busiest seasons.