At Serena & Lily, our Customer Service Specialists play a pivotal role in creating memorable experiences for customers seeking luxurious, coastal-inspired home furnishings. This position is essential to our mission of bringing effortless style and comfort to homes across the country, directly impacting customer loyalty and our reputation as a leader in premium decor. By providing outstanding support, you'll contribute to our growth and ensure every interaction reflects our commitment to quality and elegance. Customer Service Specialists at Serena & Lily handle a dynamic range of daily tasks, starting with responding promptly to customer inquiries through phone, email, chat, and social media channels, aiming for resolution within 24 hours. You'll process orders, manage returns and exchanges with accuracy, and troubleshoot issues related to product quality, shipping delays, or payment discrepancies, tracking key metrics like first-contact resolution rates above 85% and customer satisfaction scores exceeding 95%. Weekly, collaborate with the logistics and sales teams to escalate complex cases, update order statuses in our CRM system, and analyze feedback trends to suggest improvements. Monthly responsibilities include preparing performance reports on call volume and resolution times, participating in team training sessions on new product launches, and contributing to process optimization projects that reduce average handle time by 10-15%. You may also mentor junior reps during peak seasons, ensuring seamless coverage for high-volume periods like holidays. Ideal candidates bring a high school diploma or equivalent, with an associate's or bachelor's degree in business, communications, or a related field preferred. At least 2-3 years of experience in customer service, preferably within retail or e-commerce environments dealing with high-end products, is required. Proficiency in CRM tools like Zendesk or Salesforce, Microsoft Office Suite, and order management systems is essential, along with familiarity with e-commerce platforms such as Shopify. Strong knowledge of home goods industry trends, shipping logistics, and return policies will set you apart. Any certifications in customer service excellence, such as CCXP, are a plus. Success in this role demands excellent verbal and written communication skills to convey empathy and clarity, even in challenging situations. Problem-solving abilities shine when de-escalating complaints and finding creative solutions, while multitasking ensures efficiency during busy shifts. Technical savvy with digital tools and a customer-centric mindset foster proactive service, complemented by adaptability to seasonal demands and a collaborative spirit for team synergy. Attention to detail prevents errors in order processing, and a passion for home decor enhances authentic interactions. Serena & Lily is a beloved brand offering beautifully crafted furniture, bedding, rugs, and accessories inspired by coastal living, with a mission to make stylish homes accessible. Our inclusive culture emphasizes work-life balance, creativity, and employee growth within a supportive team of passionate designers and service pros. Remote-friendly with collaborative virtual huddles, we foster a vibrant environment where innovation meets relaxation, setting us apart in the competitive home furnishings market. We offer competitive compensation, though salary details are not specified at this time, paired with comprehensive benefits including medical, dental, and vision insurance, 401(k) matching, and generous PTO starting at 15 days annually. Enjoy perks like employee discounts on products up to 50%, flexible hybrid scheduling, wellness stipends, and performance-based bonuses. Remote work options, parental leave, and professional development funds round out our commitment to your well-being and success. Advance your career through clear paths to senior specialist, team lead, or customer experience manager roles, with ongoing training in leadership and advanced CRM. Access mentorship programs, tuition reimbursement, and annual conferences. To apply, visit our careers page and submit your resume today—join us in elevating homes and careers.