Call Center Specialist

• Thrive in a fast-paced environment by connecting with customers and internal teams to quickly resolve customer inquiries and issues through multiple contact channels.
• Support, coach, and train Customer Care team members daily to promote consistent and effective problem-solving.
• Serve as the primary point of contact for customers until their concerns are fully resolved.
• Provide timely follow-up to customers, senior management, and store leaders through phone or written communication.
• Respond to all inquiries professionally, using sound judgment and a sense of urgency to prevent escalation.
• Maintain detailed tracking of all work received and completed daily.
• Monitor team performance and ensure that all communication channels — phone, email , chat, and text — are handled within established service-level goals.
• Conduct root cause analysis to identify trends in escalated issues and collaborate with leadership to implement coaching or training opportunities.
• Partner closely with warehouse, delivery, and store operations teams to resolve service-related concerns and enhance the overall customer experience.
• Collaborate with internal teams and external partners to resolve escalated issues with urgency and empathy across all contact channels, including store Google Reviews.
• Assist in improving business processes by developing and sharing training materials that enhance team performance and communication flow.
• Perform other duties and responsibilities as assigned.

Qualifications:

• Ability to diffuse escalated issues by delivering excellent customer service, being knowledgeable and resolving issues.
• Manage multiple, on-going, and high priority assignments at the same time with excellent follow up skills.
• Excellent verbal and written skills.
• Ability to anticipate needs of customer to prevent future inquiries.
• Advanced computer skills and familiarity with Microsoft Office is a plus.

Experience using a Customer Relationship Management (CRM) tool is preferred.

How to Apply
All applicants must complete the following steps:

1. Submit your resume highlighting relevant experience

2. Complete our brief candidate assessment (approx. 7 minutes):
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