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Customer Service Associate

We are seeking an eager, and enthusiastic customer service representative with strong communication and decision-making skills, and a great work ethic as our next Customer Service Representative. The position is full-time and remote, but can eventually be based in our Richmond, CA warehouse, and will interact closely with our products (custom foam cushions, upholstery covers, and 100% natural organic mattresses) customers, and management and production teams. Ideal work hours are 8am-4pm Pacific time, Monday-Friday.

The Customer Service Representative is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as interacting with team members within the Customer Service and Production Departments.

Essential Functions
  • Interact with customers via email and phone
  • Very strong written and verbal communication skills, always represents the company with high-quality communication
  • Maintain positive interactions with customers, even during difficult situations and challenging interactions.
  • Manage individual customer issues and ensure effective problem resolution
  • Strong attention to detail and follow through to make sure what is promised to customers is delivered
  • Positive attitude and customer-first mentality
  • Problem solver who can make things happen and please customers while adhering to company policies
  • Maintains in-depth working knowledge of systems and processes and can communicate to customers as necessary
  • Sets performance standards to meet service goals of company, and adheres to tracking processes to ensure adherence to standards
  • Provides feedback to the company regarding service failures or customer concerns
  • Acts as intermediary between Customers and the FoamOrder Production team to ensure all customers have accurate and timely information on order status and/or changes
  • Works continually towards self-development to stay current on customer service procedures & practices
  • Able to resolve customer situations and to know when to escalate to more senior members of the customer service team
  • Responds to customer inquiries and problem solving in a professional and effective fashion
  • Acts as a resource in resolving customer issues brought to the Department by utilizing Company process knowledge and strong skills in negotiating and selling
  • Performs other related duties as assigned

Experience Desired
  • Familiarity with consumer eCommerce websites and interacting with customers regarding online purchases
  • Very strong verbal and written communication skills. Excellent spelling and strong customer interaction skills are a requirement for this job
  • Familiarity with interior design, sewing, measuring a strong positive for this role