Customer Success Representative

Summary

Join Pearl Talent and work remotely as a Customer Success Representative for a US-based floral design company. You will manage customer relationships, process orders, and resolve issues, ensuring a seamless customer experience. The role requires 2+ years of customer-facing experience, strong communication skills, and proficiency with CRM and order management systems. The company offers a competitive salary, generous PTO, direct mentorship, learning and development opportunities, global networking, and a flexible work-life balance. The first week will focus on onboarding and training. Apply now to begin your journey with Pearl.

Requirements

• 2+ years in a customer-facing role, preferably in eCommerce, hospitality, or luxury services
• Strong communication skills (both written and verbal)
• Experience handling high-touch customer interactions with professionalism
• Ability to multitask in a fast-paced environment while maintaining attention to detail
• Tech-savvy with experience in CRM tools and order management systems

Responsibilities

• Serve as the primary point of contact for customer inquiries via phone, email, and chat
• Build rapport with clients, providing personalized recommendations for floral arrangements
• Proactively follow up with customers to ensure satisfaction and gather feedback
• Process online and phone orders efficiently, ensuring accuracy in floral selections, delivery details, and pricing
• Coordinate with the floral design and logistics teams to ensure timely and flawless order execution
• Handle modifications, cancellations, and special requests with professionalism and a solutions-oriented approach
• Address customer concerns and resolve issues quickly, ensuring a seamless resolution process
• Act as a brand ambassador, delivering white-glove service and exceeding customer expectations
• Escalate complex issues to senior management while maintaining proactive communication with the client
• Identify upsell and cross-sell opportunities for additional floral products and services
• Engage with VIP and repeat clients to enhance loyalty and encourage long-term relationships
• Monitor customer trends and feedback to recommend improvements in services and offerings
• Maintain accurate records of customer interactions and transactions within the CRM
• Provide insights and data on customer trends, common issues, and service improvements
• Assist with special projects, marketing initiatives, and seasonal campaigns as needed

Preferred Qualifications

• Experience in the floral or gifting industry
• A passion for luxury, aesthetics, or event planning
• Previous experience with Shopify or similar eCommerce platforms
• Bilingual skills (English & Spanish/French) for broader client engagement

Benefits

• Competitive Salary
• Remote Work: Fully remote—work from anywhere
• Generous PTO: Ample paid time off to rest and recharge
• Direct Mentorship: Grow through guidance from international industry experts
• Learning & Development: Ongoing access to resources for professional growth
• Global Networking: Work and connect with professionals around the world
• Work-Life Balance: Flexible hours that support a healthy work-life balance