Customer Experience Representative

Job Description

Job Description

Description:

Make your future brighter by joining the Capitol Lighting team! Capitol Lighting has been providing our customers with the best service, best experience, and the best variety in lighting brands since we opened our doors in 1924.

We're looking for a Customer Experience Representative to join our team. The Customer Experience Representative (CER) is responsible for providing world class customer support across Capitol Lighting’s ecommerce channels. This role focuses on assisting customers with post-order inquiries, and service-related requests while ensuring accurate, timely, and professional communication. The CER supports daily ecommerce operations and partners with internal teams to ensure a smooth and consistent customer experience. The ideal candidate will proactively engage with customers to resolve concerns, uphold the highest service standards, and collaborate with the showroom team to ensure seamless communication and service delivery.

As a Full-Time Customer Experience Representative, you will enjoy the following great benefits:

• Premier Medical, Dental and Vision insurance
• Paid Vacation and Holidays
• 401(k) Plan

What You’ll Do

• Create a welcoming experience by providing a professional greeting and attentive service to every customer.
• Respond to and resolve customer inquiries via phone, chat, and email regarding orders, shipping, returns, account information, and product availability.
• Provide accurate and timely updates to internal and external customers regarding order status, ship dates, backorders, and item availability.
• Manage the daily processing and point-of-sale posting of web orders within the Company’s computer system.
• Partner with the Credit Department to research and resolve disputed credit items.
• Support upset or frustrated customers by actively listening, clarifying concerns, and de-escalating situations in accordance with established service guidelines.
• Identify and report website discrepancies, service failures, and recurring customer concerns.
• Collaborate effectively with internal teams to resolve issues and support a positive customer experience.
• Perform additional duties as assigned.

Requirements:

  What You’ll Bring

• Strong verbal and written communication skills, including the ability to explain complex issues clearly and professionally.
• A calm, solutions-focused approach to challenging customer interactions.
• Strong interpersonal skills and the ability to work collaboratively across departments.
• Excellent analytical, problem-solving, organizational, and multitasking abilities.
• Strong attention to detail and the ability to evaluate service quality and identify opportunities for improvement.
• Proficiency with computers, CRM systems, call center technologies, and related customer service tools.
• At least two years of customer service experience in a call center or similar environment preferred.
• High school diploma or equivalent required; college degree or current enrollment in a degree program preferred.
• Flexibility to work varying schedules as business needs require.

EOE