Customer Service Specialist
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Job Description
Customer Service Specialist supporting Local Crafts’ online craft brands through phone, email, and chat. Resolving orders, shipping, returns, and product questions for craft customers.
Responsibilities:
- Support customers across multiple brands by phone, email, web forms, and live chat
- Provide knowledgeable, accurate, timely, and friendly responses
- Resolve issues using sound judgment, including offering replacements, refunds, or credits
- Escalate issues when needed
- Answer questions about knitting, crochet, and quilting tools, techniques, and patterns
- Enter orders and update account details using in-house systems
- Track shipments and explain return processes
- Write clear, thoughtful responses reflecting the company brand voice
- Collaborate with teammates and other departments to resolve customer issues
- Take on special projects or additional tasks as needed
- Learn product lineups across 7+ brands and order and ticketing systems
- Handle complex tickets, apply exceptions, and write personalized responses requiring research or collaboration
- Report to the Director of Customer Experience
Requirements:
- 2+ years recent experience handling customer contacts by chat, email, and phone for an online retailer
- Experience resolving order, shipping, and return issues independently, with minimal oversight
- Familiarity with knitting, crochet, or quilting tools and techniques
- Strong computer and web navigation skills; comfortable adapting to new systems
- Proficiency with Microsoft Office
- Clear, accurate writing with strong spelling, grammar, and attention to detail
- Collaborative, adaptable, and comfortable multitasking in a fast-paced environment
- Experience with Zendesk or similar customer service platforms preferred
- Experience with NetSuite, Shopify, or other order management systems preferred
- Advanced knitting or crochet knowledge, with ability to read, troubleshoot, and explain patterns preferred
- Available to work Saturday–Wednesday, 8:30 a.m.–5:00 p.m. PT
Benefits:
- Multiple medical, dental, and vision plan options after 30 days, with company contributions to premium costs
- Healthcare Savings and Flexible Spending Accounts
- Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits
- Voluntary life and income replacement plans
- 401(k) Retirement Savings Plan with Employer Match
- Paid time off and holiday pay
- Employee discounts at all Local Crafts companies
- Fully remote work
- Regular full-time schedule
- Work across multiple well-loved craft brands
- Broaden craft industry expertise across multiple brands
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