Customer Service Specialist

Summary

Join Grain Wood Furniture, a family-owned company committed to sustainable furniture, as a Customer Service Specialist! This part-time, remote position (EST timezone, 10-20 hours) offers the potential for full-time transition. You will provide exceptional customer support via Zendesk, eCommerce platforms, and phone, addressing order inquiries, product questions, returns, and troubleshooting. A 3-4 week training period is provided. The ideal candidate possesses proven customer service experience, strong communication skills, and problem-solving abilities. Growth opportunities within the company are available.

Requirements

• Proven experience in customer service, preferably in an e-commerce or product-based environment
• Strong written and verbal communication skills with the ability to clearly explain complex issues and solutions to customers
• Comfortable handling customer calls and emails with professionalism and patience
• Excellent problem-solving skills and the ability to think critically under pressure
• Strong organizational skills with attention to detail and the ability to multitask in a fast-paced environment
• A positive attitude and a passion for helping customers succeed
• Experience handling customer inquiries and support across various e-commerce marketplaces

Responsibilities

• Manage customer inquiries, support tickets, and order-related issues through Zendesk and eCommerce Marketplace Platforms, ensuring timely responses and effective resolution of customer concerns
• Provide high-quality, responsive support to customers via phone, addressing inquiries, troubleshooting product issues, and assisting with order tracking and returns
• Assist customers with order tracking, status updates, and provide clear communication regarding delivery times and any potential delays
• Answer customer questions about products, including features, availability, and troubleshooting, ensuring customers have accurate information to make informed decisions
• Investigate and resolve product-related or service-related issues promptly, offering suitable solutions to ensure customer satisfaction
• Assist customers with return requests, follow company procedures, and guide them through the return/exchange process while maintaining a positive experience
• Ensure that all interactions with customers are positive, professional, and supportive, upholding the company’s commitment to excellent customer service
• Accurately document all interactions with customers, including issues, resolutions, and feedback, ensuring records are up-to-date in Zendesk

Preferred Qualifications

• Experience with Zendesk or similar customer support software is highly preferred
• Open-mindedness and a strong willingness to learn, adapt and grow in product knowledge and troubleshooting skills that are constantly evolving
• Ability to effectively overcome customer pushback, remaining professional and empathetic while finding solutions to resolve concerns
• Prior experience with returns, exchanges or order management systems
• Experience with basic furniture assembly is helpful but not required