Customer Service Representative HybridRemote GA or OH only

About Salem Stones

Salem Stones, a family-owned granite memorials distributor since 2006, takes pride in building strong relationships with both our customers and employees. In an industry that honors loved ones, we value the personal connections that ensure superior customer service and employee satisfaction.

At Salem Stones, we embrace growth and change, learning from every experience while bringing our best with integrity, ownership, and energy. We work as one team through collaboration and transparency. We care deeply—building trust, respect, and meaningful connections with our team, customers, and partners.

Position Summary

As a Customer Experience Representative, you will serve as a key point of contact for our customers, delivering solutions with professionalism, urgency, and empathy. Guided by our customer experience mission, you will leverage product knowledge and strong communication skills to assist customers quickly and accurately while helping them create meaningful memorials.

This role will initially focus heavily on customer communications and phone support. As business needs evolve, there may be opportunities to take on more advanced customer experience responsibilities and account management functions.

Success in this role requires initiative, ownership, exceptional follow-through, and a commitment to delivering a world-class customer experience.

Responsibilities

• Serve as a primary point of contact for customer inquiries via phone, email, and ticketing systems.
• Provide quotes, order support, status updates, inventory information, and invoice assistance.
• Resolve customer concerns while delivering exceptional service experiences.
• Follow through on customer requests to ensure timely and accurate resolution.
• Recommend products and services based on customer needs.
• Accurately manage and document customer interactions within company systems.
• Collaborate with internal departments to support customer needs.
• Meet established service level, productivity, and customer satisfaction goals.
• Support additional customer experience initiatives as needed.

What We're Looking For

Education:
• High School Diploma or equivalent required.
• Associate's or Bachelor's degree in Business, Marketing, Communications, or a related field is a plus.

Experience:
• 2+ years of customer service, account management, call center, or other customer-facing experience.
• Experience working in a high-volume environment preferred.

Skills:
• Professional verbal and written communication skills.
• Strong time management and organizational abilities.
• Ability to multitask and prioritize effectively.
• Proficiency with Microsoft Office applications.
• Experience with CRM systems, RingCentral, Freshdesk, or similar platforms is a plus.
• Strong problem-solving skills and a customer-first mindset.

Work Environment

• Fully remote position.
• Applicants must reside in Ohio or Georgia.
• Occasional travel to our Obetz, OH or Elberton, GA locations may be required for training, team meetings, or special projects.

Why Salem Stones?

At Salem Stones, you'll join a team committed to supporting one another and delivering exceptional service to our customers. We offer a collaborative culture, opportunities for professional growth, and the chance to make a meaningful impact every day.

Salem Stones is an Equal Opportunity Employer.

Ready to make an impact? Apply today.