Customer Service Representative

Job Description Job Description Customer Service Representative

Reggio Registers @ Renovation Brands

About This Position:

As a Customer Service Representative at Reggio Registers, you will play a vital role in ensuring our customers receive outstanding service and support. You will be the first point of contact for our valued clients, addressing their inquiries, resolving issues, and providing detailed information about our products and services.

Your dedication to customer satisfaction and your ability to communicate effectively will contribute to the continued success and reputation of Reggio Registers. Join our team and help us maintain our commitment to excellence and innovation in customer care.

Reggio Register is a premium brand celebrated for its world-class customer service. We’re looking for someone who truly enjoys connecting with people and helping them get exactly what they need. In this fast-paced role, you’ll manage 30+ calls a day, bringing a positive, solution-focused attitude to every interaction. If you thrive in a busy environment and love turning customer questions into exceptional experiences, this is the role for you!

Location: On-site - Leominster, MA
Reports to: Customer Service Manager
Base Salary: $20.00 per hour
Schedule: Monday - Friday, 8:30am – 5:00pm

What You’ll Do:

Phone Calls (Inbound/Outbound): Answer inbound customer inquiries and make outbound follow-up calls.
Provide exceptional customer service and promptly resolve any issues.
Document and maintain accurate records of customer interactions.

Order Processing: Accurately process customer orders using the companys order management system.
Track and monitor order status, updating customers on their order progress.
Collaborate with the warehouse and logistics teams to ensure timely order fulfillment and delivery.

Inside Customer Service (with Our Vendors): Act as the primary contact for our vendors, addressing their inquiries and resolving issues related to orders, payments, and deliveries.
Build and maintain strong relationships with vendors to ensure smooth operations and mutual satisfaction.

Email Correspondence: Manage and respond to customer and vendor emails promptly and professionally.
Draft clear and concise email communications.
Follow up on email interactions to ensure all issues are resolved satisfactorily.

Trade Customer Liaison: Serve as the primary contact for trade customers, ensuring their specific needs are met.
Address trade customer inquiries and provide support related to orders, product information, and account management.
Foster strong relationships with trade customers to promote loyalty and repeat business.

What We’re Looking For:

2+ years of comparable customer service experience.
Strong Communication Skills: Excellent verbal and written communication skills to interact with customers and team members clearly and professionally.
Problem-Solving Abilities: Strong analytical skills to identify issues, develop solutions, and implement effective customer service strategies.
Customer-Centric Mindset: Deep commitment to providing exceptional customer service and enhancing the overall customer experience.
Time Management: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
Technical Proficiency: Familiarity with customer service software, CRM systems, and basic IT skills to streamline operations and improve service efficiency.
Adaptability and Resilience: Capacity to remain flexible and positive in a constantly changing environment, handling stress and challenging situations with grace and professionalism.

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 youre 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