Customer Service Specialist

New

Local CraftsCraft retail

Source API remote eligibility restrictions: United States, Saturday - Wednesday, 8:30 a.m. to 5:00 p.m. PTFull-TimeMiddle

Salary19 - 20 USD per hour

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Job Details

Have 2+ years of recent experience handling customer contacts by chat, email, and phone for an online retailer.
Independently resolve order, shipping, and return issues with minimal oversight.
Be familiar with knitting, crochet, or quilting tools and techniques.
Have strong computer and web navigation skills and be comfortable adapting to new systems.
Be proficient with Microsoft Office.
Write clearly and accurately, with strong spelling, grammar, and attention to detail.
Be collaborative, adaptable, and comfortable multitasking in a fast-paced environment.
Experience with Zendesk or similar customer service platforms is preferred.
Experience with NetSuite, Shopify, or other order management systems is preferred.
Advanced knitting or crochet knowledge, including the ability to read, troubleshoot, and explain patterns, is preferred.

Support customers across multiple brands by phone, email, web forms, and live chat.
Provide knowledgeable, accurate, timely, and friendly responses.
Resolve customer issues using sound judgment, offer solutions such as replacements, refunds, or credits, and escalate when needed.
Answer questions about knitting, crochet, and quilting tools, techniques, and patterns.
Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
Write clear, thoughtful responses that reflect the brand voice.
Collaborate with teammates and other departments to resolve customer issues.

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