Customer Service Representative Job at RemotivateJobs

Job Description

As a leading destination for modern furniture, lighting, and décor, 2Modern is home to iconic and emerging design brands from around the world. With thoughtful curation, a deeply editorial point of view, and a commitment to authenticity, we bring exceptional design to discerning customers across North America. Our customers include design-forward homeowners and trade professionals who trust us with their reputations and their clients' projects. This is a role for someone who treats customer service as a craft. Someone who understands that the difference between good service and exceptional service is the difference between solving a problem and making a customer feel personally attended to throughout the process. Full-time, remote. 40 hours per week. Standard shift is 11AM to 7:30PM Pacific, Monday through Friday. Immediate start.

Job Responsibility

Be the primary point of contact for 2Modern customers across the full post-purchase experience: order status, delivery coordination, returns, damages, vendor follow-up, and everything in between
Provide service comparable to luxury retail and hospitality environments with considered, anticipatory, and personally attentive customer service
Work within Zendesk, coordinate with logistics and operations teams, and exercise sound judgment to resolve issues
Communicate with customers across email, phone, and chat in a warm, precise, and unflustered tone
Conduct order research, shipment tracking, and delivery follow-up with proactive communication
Handle damage claims, return authorizations, and order cancellations accurately and efficiently
Maintain clear documentation and ticket management in Zendesk so every customer feels personally remembered

Requirements

Experience in luxury retail, hospitality, or concierge environments with elevated service standards
Demonstrated experience in e-commerce customer service, ideally in a drop-ship or multi-vendor environment
Comfort navigating Zendesk, Shopify, or comparable platforms
A naturally elevated communication style, writing warmly and precisely
Sound judgment to manage situations requiring flexibility within policy
Ability to handle multiple open issues simultaneously without losing track
A problem-solving orientation, focusing on resolutions
Genuine interest in design, home furnishings, or the trade and design industry

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