Representative, Customer Service
About The Position
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 isn't a typical call center role. You won't be rushing through high volumes of calls or handing off cases to someone else. Instead, you'll manage a portfolio of customer cases from start to finish — coordinating with internal teams and external partners, staying organized, and making sure nothing slips through the cracks. You'll do great here if you love the satisfaction of closing out a case you've seen all the way through, are naturally detail-oriented and proactive, communicate clearly and confidently, and take ownership of outcomes and genuinely care about the customer experience. Experience in home improvement or cabinetry is a bonus, but not required — we're happy to train the right person. What matters most is your mindset: organized, accountable, and customer-first. If that sounds like you, we'd love to hear from you.
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
- Success is measured by resolution quality, documentation accuracy, follow-up reliability, and customer satisfaction
- Forward-thinking — spots recurring issues and contributes ideas to improve the process
Nice To Haves
- Experience in home improvement or cabinetry
- Experience with order issues, shipping/logistics, vendor coordination, or case/claims management
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
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 w/Monetary Bonus
- Discounts through LifeMart
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
