[Remote] Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Renovation Brands is focused on creating design-rich home improvement product offerings via Ecommerce. They are seeking a reliable and highly organized Customer Service Representative to support customers by delivering a consistent, professional, and positive customer experience. Responsibilities Support customers Remotely across phone, email, and other communication channels while delivering a consistent, professional experience Monitor, manage, and respond to inbound requests in a timely manner, ensuring follow-ups with customers and vendors are completed as needed Own customer cases from initial contact through resolution, maintaining accuracy and attention to detail throughout the process Communicate clearly and professionally, ensuring information provided to customers is accurate and aligned with company standards Act as a liaison between customers, vendors, and internal teams to resolve post-sale questions or issues Adapt to changing priorities and workflows while maintaining expected service levels Meet established phone service-level expectations (90% SLA) and consistently achieve individual Customer Service performance metrics Learn and accurately communicate product and order-related information to assist customers effectively Work collaboratively with the Customer Service team to ensure coverage, consistency, and customer satisfaction Follow established processes and contribute feedback when opportunities for improvement are identified Skills Reliable and highly organized Excellent customer service fundamentals Comfort working in a fast-paced Remote environment Ability to quickly learn detailed product and process information Clear communication skills Strong attention to detail Customer-first mindset Prior customer service experience, preferably in a retail, e-commerce, or Remote call center environment Excellent written and verbal communication skills with the ability to explain information clearly and professionally Comfort working in a performance-driven environment where individual and team metrics are measured and reviewed regularly Ability to manage multiple tasks, prioritize effectively, and maintain accuracy in a high-volume setting Solid attention to detail and follow-through, with a focus on owning issues through resolution Ability to remain calm, professional, and solution-focused when working with frustrated or escalated customers Willingness and ability to learn product information, systems, and processes quickly Reliable attendance and schedule flexibility to support rotating shifts, including evenings and Saturdays when required Coachable mindset with openness to feedback and adherence to established processes Experience in home improvement or cabinetry Benefits Competitive Base Salary in line with market expectations Medical, Dental, and Vision plans 401(k) Safe Harbor Plan with 4% employer match dollar for dollar Paid vacation allocated by position, and numerous paid holidays Paid Parental Leave Paid Sick Days (based on applicable state laws) Employee Discount program across all brands at a price of 10%-20% above cost Voluntary Life Insurance & Disability Insurance Voluntary Accident & Critical Illness Insurance Employee Referral Program w/Monetary Bonus Discounts through LifeMart Company Overview Internet retail company that sells electric fireplaces and heaters to residential and commercial clientele in the renovation space. It was founded in 2002, and is headquartered in Florence, Toscana, ITA, with a workforce of 201-500 employees. Its website is