Customer Service Representative - Francis Lofts & Bunks : Job Details

OverviewThousands of people visit our sites each day looking for premium adult bunk and loft beds. As our first dedicated, in-office Customer Service Representative, you'll answer calls and chats, solve order issues, and make sure every customer leaves happy. You'll sit in our Versailles office and partner closely with production, shipping, and sales to keep the experience smooth from click to delivery.Key Responsibilities

• Field inbound calls, chats, and emails; answer product questions and resolve issues
• Own the order lifecycle: changes, tracking, returns, and replacements
• Log every interaction in the CRM with clear notes
• Coordinate with production and manage shipping logistics.
• Spot recurring pain points and suggest process or FAQ updates
• Make occasional outbound courtesy or follow-up calls
• Maintain up-to-date product knowledge

Requirements

• 2+ years in customer service (e-commerce or furniture a plus)
• Proven excellence on phone and live chat
• Strong written grammar and tone control
• Familiar with help-desk / CRM tools (Zendesk, HubSpot, Gorgias, etc.)
• Calm under pressure; able to juggle multiple conversations

Benefits

• Estimated pay: $50K-$75K per year depending on experience
• Performance-based annual bonus
• Health, Dental, Vision: 100% employee premium paid, 50% for dependents
• Paid holidays and flexible PTO