Customer Success Representative

Summary

Join Pearl Talent as a Customer Success Representative and be the forefront of customer engagement, ensuring every client interaction is exceptional. Manage orders, resolve issues, and provide personalized recommendations while upholding high service standards. This fast-paced role is perfect for those passionate about luxury and creating memorable experiences. Your impact will directly contribute to maintaining the company's reputation, fostering client loyalty, and driving revenue growth. You will play a key role in turning one-time buyers into lifelong customers. Pearl Talent offers competitive salaries, remote work flexibility, generous PTO, learning stipends, upsell bonuses, global networking opportunities, and professional growth prospects.

Requirements

• 2+ years in a customer-facing role, ideally in eCommerce, hospitality, or luxury services
• Experience handling both inbound calls and written communications (email/chat)
• Strong English communication skills, both written and verbal
• Proven ability to multitask in a fast-paced environment with attention to detail
• Tech-savvy, with experience using CRM and order management tools
• Reliable, high-speed internet connection
• Flexibility to work shifting schedules, weekends, and US holidays

Responsibilities

• Serve as the first point of contact for customers via phone, email, and live chat
• Build rapport and offer personalized floral recommendations
• Follow up with clients to ensure satisfaction and gather feedback
• Process phone and online orders with accuracy and efficiency
• Coordinate with floral design and logistics teams for timely delivery
• Manage order changes, cancellations, and special requests
• Resolve customer concerns with professionalism and urgency
• Act as a brand ambassador, delivering white-glove service
• Escalate complex issues when needed, keeping clients updated
• Identify upsell and cross-sell opportunities
• Promote seasonal offers and premium arrangements
• Earn bonuses for successful upsells (up to $500)
• Maintain accurate CRM records
• Provide insights on customer trends and areas for improvement

Preferred Qualifications

• Experience in the floral or gifting industry
• Familiarity with Shopify or similar eCommerce platforms
• Bilingual in English & Spanish/French
• Passion for luxury products, aesthetics, or event planning

Benefits

• Competitive Salary: Based on experience and skills
• Remote Work: Fully remote—work from anywhere with strong internet
• Generous PTO: In line with company policy
• Learning Stipend: Provided to support professional development and skill growth
• Order Upsell Bonus: Potential to earn bonuses for successful upsells
• Global Networking: Collaborate with a diverse international team
• Professional Growth: Direct mentorship and continuous learning opportunities