Customer Service Representative

Customer Service Representative

Renovation Brands

About This Position:

We are seeking a constructive and highly organized Customer Service Representative with strong interpersonal skills to join our team in providing world-class experience. The ideal candidate will have knowledge of the home goods industry and will be responsible for answering customer emails, phone calls, and other communication channels. This role involves understanding and anticipating the needs of the customer and building long-term post-sales relationships. 

• Location:  100% Remote.   (Required to work from any location within the USA.)
• Reports to:  Customer Service Manager @ Renovation Brands.
• Hourly Wage:  $17.00 - $18.00 
• Schedule:  Full Time
  1. Tuesday to Friday (12:00 PM – 8:00 PM EST)
  2. Saturday (9:00 AM – 5:00 PM EST)

What You’ll Do:

• Work with all internal teams to ensure world-class service.
• Proactively monitor, resolve, and respond timely to all inbound requests.
• Call and email customers to ensure appropriate follow-ups are timely.
• Deliver exceptional communications, focusing on accuracy.
• Mediate between the customer base and Renovation Brands.
• Be flexible in an ever-changing environment to provide the highest service levels.
• Maintain email SLA <50 and phone SLA – 90%.
• Act as a product consultant, articulate product specifications and features, and making necessary recommendations based on customer needs.
• Collaborate in a team environment to ensure customer satisfaction.
• Evaluate and improve policies, procedures, and online tutorials.

What We’re Looking For:

• 2+ years of home goods industry knowledge/experience.
• Ability to up-sell or assist with converting customer orders.
• Strong interpersonal and communication skills.
• Retail customer service experience is highly desirable.
• Ability to work in a fast-paced and dynamic environment.
• Highly organized with excellent problem-solving skills.
• Flexibility to adapt to changing environments and customer needs.

Candidate Experience:  

• Ensuring a smooth and enjoyable candidate experience is very important to us at Renovation Brands.  For transparency, our interview process varies in length, depending on the position and appropriate number of interview stages.  

• Collaboration is a key proponent of success at Renovation Brands, which is on display during our interview process for a number of positions where it is common to have members of our Senior Leadership Team as well as your future manager partake as Interviewers.  This provides candidates with immediate facetime and rapport building.   

About Renovation Brands:

Home is one of the most sacred places, where everything is more personal and where memories are made. At Renovation Brands, we have a tremendous opportunity to create engaging experiences and lasting relationships with our consumers. 

Our focus is on creating design-rich home improvement product offerings that offer innovation that matters to consumers and enhances not only their environment and aesthetics but also the way they live.

Commitment to DEI:  

At Renovation Brands, we celebrate our inclusive work environment, and we encourage applicants from all backgrounds and perspectives to apply.  We are committed to having an inclusive and transparent work environment where every voice is heard and acknowledged, assisted by our employee-lead programs such as our Culture Team.  At Renovation Brands, we embrace our differences, and believe that creating an inclusive environment in which you feel welcomed, valued, engaged, and empowered strengthens our business and fosters a culture where we are inspired to work hard, challenge ourselves, and be innovative in our thinking.

As we continue to grow, onboarding great talent to help us execute our mission and vision is our top goal. From California to New York to Massachusetts to Florida, our team members collaborate and deliver groundbreaking eCommerce projects from across the United States.  Additionally, we believe that the diversity of our employees makes us a stronger company and better able to serve our customers around the world.

Our Benefits:

At Renovation Brands, we have you covered when it comes to our comprehensive Benefits Package, including: 

• Competitive Base Salary in line with market expectations
• Medical, Dental, and Vision plans
• 401(k) Safe Harbor Plan with 4% employer match
• Paid Vacation, 5 Paid Sick Days, and 10+ Paid Holidays, including Floating
• Paid Parental Leave
• 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 
• Discounts through LifeMart

Our Mission:

Empowering our customers to bring their visions to life.

Our Culture & Values:

Our employees are our most precious resource. We want to create an environment where people build on each other’s ideas, are empowered within their roles to drive growth, and use our consumer insight tools to better serve all of our constituents. 

Our foundation is supported by five (5) core values that serve as pillars of our culture: 

• Empower the Customer – This is about their vision, not ours. 
• Think big. Move fast – We sprint when others stroll. 
• We’re a team first – Period. 
• Fearlessly Transparent – Robust debate, wholehearted respect, and commitment required. 
• Do’ers Not Dreamers – We get more done with a match than other companies do with a blowtorch. 

Our Brands:

• American Tin Ceilings 
• Reggio Registers
• Baseboarders
• Decor Planet
• RTA Cabinet Store
• Electric Fireplaces Direct
• Mantels Direct
• Trueform Concrete & Blendhouse
• Cast & Bevel
• Vent Covers Unlimited

Visit us @ RenovationBrands.com & on LinkedIn @ Renovation Brands - LinkedIn