A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
$17.00 - $22.00 per hour (based on experience) Job Overview Custom Home Furniture is seeking a dedicated and detail-oriented Customer Care Representative to join our team in Wilmington, NC. This full-time position is critical to ensuring exceptional customer experiences by handling inquiries, filing manufacturer claims, and supporting service operations. The ideal candidate has excellent communication skills, thrives in a fast-paced environment, and has proven experience in customer service or a related role. Duties Respond promptly to customer inquiries via phone, email, or chat, ensuring a high level of customer satisfaction. Accurately analyze customer issues and provide timely, effective solutions. Maintain detailed records of customer interactions, service claims, and transactions using company systems. File manufacturer claims while adhering to factory warranties and company guidelines. Collaborate with internal teams (service, logistics, sales) to resolve issues and improve processes. Demonstrate professional phone and email etiquette that reflects the company's commitment to excellent service. Support the continuous improvement of customer service workflows to enhance overall client satisfaction.
Qualifications Required:
Previous experience in customer service or a related field. Strong verbal and written communication skills. Proficiency with data entry and comfort using technology systems (CRM, email, Excel, or retail service platforms). Strong problem-solving, organizational, and decision-making skills, and experience with escalations. Positive attitude, professional demeanor, and willingness to learn.
Preferred:
Bilingual (Spanish/English). Experience in furniture retail, service claims, or warranty processes. Familiarity with industry systems such as FROG or other customer management tools.
Additional Information Compensation:
$17-$22 per hour (based on experience).
Schedule:
Full-time, Monday-Friday, 8:00 AM-5:00 PM.
Benefits Eligibility:
Full-time employees are eligible for medical, dental, vision, paid time off, 401(k), and employee discounts (eligibility begins after standard waiting periods). Why Join Custom Home Furniture? At Custom Home Furniture, we take pride in delivering outstanding customer experiences and high-quality products. As a Customer Service Representative, you'll play a vital role in ensuring every client receives the support and service they deserve. If you're a strong communicator with a passion for problem-solving, we'd love to have you join our team and grow your career with us.
Job Type:
Full-time Pay:
$17.00 - $22.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Parental leave Vision insurance
