Job details
About this role
Role overview
A customer care resolution role focused on delivering a high-quality experience to both external clients and internal team members at a custom window coverings company. The position involves handling inbound inquiries, resolving issues with empathy and creative problem-solving, and managing a high volume of open cases while consistently meeting performance metrics. It is a full-time, work-from-home opportunity with scheduled shifts during daytime business hours.
Responsibilities
- Respond to questions about product specifications, warranties, installation procedures, parts, and repairs through phone and written channels - Process orders, track shipments, and relay progress updates to relevant parties - Document each inbound inquiry by opening a case with detailed notes on root cause and likely resolution paths - Manage a large active caseload while delivering timely and accurate status updates - Meet defined targets for schedule adherence, average handle time, and resolution time - Share feedback and ideas for improving the overall client experience
Requirements
- Prior customer service experience, ideally in a call center environment - Strong multitasking skills and ability to resolve varied issues efficiently - A service-minded approach with patience, empathy, and sincerity in tone and word choice - Self-motivated with solid time management and a track record of meeting productivity and quality standards - Comfortable working across multiple systems simultaneously in a fast-paced setting - Proficiency with standard office tools (email, Excel, Word) and a typing speed of 40-45 wpm - High school diploma or equivalent - Open availability for an 8-hour shift between 6:00 a.m. and 5:30 p.m. PST, including Saturdays
Benefits and work setup
- Hourly pay range of $18.00 to $19.50 - Medical, dental, and vision coverage plus paid time off - 401(k) plan with employer matching - Employer-paid short-term and long-term disability coverage and company-paid life insurance - Six weeks of paid parental leave for eligible employees following birth, adoption, or foster placement - Product discounts and access to additional exclusive savings - Remote work-from-home setup with occasional in-person meetings and training sessions