About This Position:

We're looking for a Customer Service Representative who thrives on ownership, follow-through, and making sure every customer leaves with their issue fully resolved.

This isn't a typical call center role. You won't be rushing through high volumes of calls or handing off cases to someone else. Instead, you'll manage a portfolio of customer cases from start to finish — coordinating with internal teams and external partners, staying organized, and making sure nothing slips through the cracks.

You'll do great here if you:

• Love the satisfaction of closing out a case you've seen all the way through
• Are naturally detail-oriented and proactive — you follow up before you're asked
• Communicate clearly and confidently, both in writing and on the phone
• Take ownership of outcomes and genuinely care about the customer experience

Experience in home improvement or cabinetry is a bonus, but not required — we're happy to train the right person. What matters most is your mindset: organized, accountable, and customer-first. If that sounds like you, we'd love to hear from you.

Location: 100% Remote. (Required to work from any location within the USA.)
Reports to: Customer Service Manager
Hourly Pay Rate: $20.00 - $22.00 (based on experience & interview performance)
Schedule: Candidates must have availability Monday–Saturday, 40 hours per week, with shifts rotating between 1st and 2nd shift. 5 workdays per week, 8 hours each workday.

What You’ll Do:

• Own customer cases from initial contact through final resolution, ensuring all details are handled accurately and completely
• Manage customer communication across phone, email, and chat while maintaining professionalism and clarity
• Track and follow up on open issues with customers, vendors, carriers, and internal teams
• Investigate and resolve order issues, delivery problems, product questions, and post-sale concerns
• Coordinate across multiple teams and partners to ensure timely and accurate resolution
• Maintain detailed and organized documentation in CRM systems
• Provide proactive updates to customers and ensure expectations are clearly set and met
• Identify recurring issues or trends and escalate insights to leadership for root cause analysis
• Balance multiple active cases while maintaining accuracy, responsiveness, and follow-through
• Meet service expectations while prioritizing quality and completeness of resolution

What We’re Looking For:

• Customer service experience in a structured environment (e-commerce, logistics, call center, or similar)
• Ability to manage multiple open cases simultaneously with consistent follow-through and closure
• Ownership mindset — takes full responsibility for customer outcomes, not just actions
• Experience working with CRM systems and documenting customer interactions accurately
• Clear written and verbal communication skills, including proactive updates to customers and internal teams
• Highly organized and detail-oriented with the ability to stay on top of tasks in a fast-paced environment
• Natural problem-solver who can investigate and resolve non-standard issues independently
• Bonus: experience with order issues, shipping/logistics, vendor coordination, or case/claims management
• Success is measured by resolution quality, documentation accuracy, follow-up reliability, and customer satisfaction
• Forward-thinking — spots recurring issues and contributes ideas to improve the process

Interview Process

• Initial phone screen
• Video interview with hiring manager
• Final interview (if needed)

Candidate Experience:

Ensuring a smooth and enjoyable candidate experience is very important to us at Renovation Brands. For transparency, our interview process varies in length, depending on the position and appropriate number of interview stages.

Collaboration is a key proponent of success at Renovation Brands, which is on display during our interview process for a number of positions where it is common to have members of our Senior Leadership Team as well as your future manager partake as Interviewers. This provides candidates with immediate facetime and rapport building.

Artificial Intelligence (AI) Usage:

Candidate Use of AI - We recognize that AI tools can be helpful in preparing for your job search. While you're welcome to use AI for research and preparation, all assessments, applications, and interviews should reflect your own experience, skills, and ideas. We want to get to know the real you.

Renovation Brands Use of AI - Renovation Brands uses AI tools to support our hiring process. AI-assisted outputs are always reviewed by a qualified member of our talent team before any decisions are made. No rejection, advancement, or offer decision is made by AI alone.

About Renovation Brands:

Home is one of the most sacred places, where everything is more personal and where memories are made. At Renovation Brands, we have a tremendous opportunity to create engaging experiences and lasting relationships with our consumers.

Our focus is on creating design-rich home improvement product offerings via Ecommerce that offer innovation that matters to consumers and enhances not only their environment and aesthetics but also the way they live.

Commitment to Diversity:

At Renovation Brands, we value an inclusive, transparent work environment where every voice is heard. We embrace our differences and believe that when you feel welcomed, valued, and empowered, it drives innovation and strengthens our culture.

As we grow, bringing on great talent is key to achieving our mission. From California to New York, our diverse team collaborates on groundbreaking Ecommerce projects nationwide. We believe our diversity makes us stronger and better equipped to serve customers globally.

Our Benefits:

At Renovation Brands, we have you covered when it comes to our comprehensive Benefits Package, including:

• Competitive Base Salary in line with market expectations
• Medical, Dental, and Vision plans
• 401(k) Safe Harbor Plan with 4% employer match dollar for dollar
• Paid vacation allocated by position, and numerous paid holidays
• Paid Parental Leave
• Paid Sick Days (based on applicable state laws)
• Employee Discount program across all brands at a price of 10%-20% above cost
• Voluntary Life Insurance & Disability Insurance
• Voluntary Accident & Critical Illness Insurance
• Employee Referral Program w/Monetary Bonus
• Discounts through LifeMart

Our Mission:

Empowering our customers to bring their visions to life.

Our Culture & Values:

Our employees are our most precious resource. We want to create an environment where people build on each other’s ideas, are empowered within their roles to drive growth, and use our consumer insight tools to better serve all of our constituents.

Our foundation is supported by five (5) core values that serve as pillars of our culture:

• Empower the Customer – This is about their vision, not ours.
• Think big. Move fast – We sprint when others stroll.
• We’re a team first – Period.
• Fearlessly Transparent – Robust debate, wholehearted respect, and commitment required.
• Do’ers Not Dreamers – We get more done with a match than other companies do with a blowtorch.

Our Brands:

American Tin Ceilings | Reggio Registers | Baseboarders | RTA Cabinet Store | Electric Fireplaces Direct | Mantels Direct | Trueform Concrete & Blendhouse | Cast & Bevel | Vent Covers Unlimited | Madelyn Carter

Visit us @ RenovationBrands.com & on LinkedIn @ Renovation Brands - LinkedIn