Customer Service Representative

Customer Support Representative

Position overview

Title

Customer Service Support Specialist

Company

Bling Chemicals

Location

Tri-Cities, WA — hybrid (primarily on-site at the shop, some remote days)

Type

Hourly (non-exempt); 60-day probationary period, then permanent full-time

Hours

30–40 hours per week, Monday–Friday, within business hours of 8:00 AM – 5:00 PM

Reports to

Operations Manager

Pay

$19.50 – $22.50 per hour, based on experience

About the role

You are the first voice our customers hear and the person who makes sure what we promised actually ships. You'll answer every inbound channel — phone, email, and DMs across all our social platforms — and follow each order from the customer's question to the truck leaving the dock.

This role is hybrid but shop-heavy by design. Good answers depend on fast access to production, shipping, and leadership, so most of your week is in-house, where you can walk over, ask, and get the customer an answer quickly.

It's a great fit for someone who enjoys helping people, stays calm under pressure, and wants to grow into more in-depth customer service roles over time.

Key responsibilitiesCustomer communication

• Answer inbound phone calls and return missed calls and voicemails the same business day
• Respond to customer emails within one business day
• Monitor and respond to all DMs and comments on every company social platform (Facebook, Instagram, TikTok, and others as added). When a customer is angry or upset, acknowledge it publicly and professionally, then move the conversation to DM, phone, or email and work to make it right
• Serve both retail customers and business accounts (car washes, detailers, fleet operators, distributors) with the right level of service for each
• Handle complaints and upset customers calmly and professionally, de-escalate, and escalate to the Operations Manager when needed
• Forward inquiries that need specialized help (bulk pricing, technical product questions, billing, or leadership decisions) to the appropriate employee, with clear notes so the customer never has to repeat themselves, and follow up until it's resolved
• Log every customer contact, question, and resolution so anyone on the team can pick up the thread

Product knowledge and support

• Learn the full Bling Chemicals product line: uses, dilution ratios, application methods, and safety basics
• Answer product questions accurately; when unsure, get the answer from the right person in-house and follow up quickly
• Recommend the right products for the customer's needs and point them to safety data sheets (SDS) when asked

Orders and fulfillment

• Take, enter, and recreate orders (reorders, corrected orders, replacements) accurately in our order system
• Confirm each order's details, ship date, and shipping method with the customer
• Coordinate with production and shipping to make sure each order leaves on the date promised
• Explain chemical shipping limits to customers (ground-only items, carrier restrictions, hazmat rules) so expectations are set up front
• Track shipments and proactively notify customers of any delay before they have to ask
• Process returns, exchanges, refunds, and credits according to company policy
• Handle damaged, leaking, missing, or incorrect shipments through to resolution

Team and process

• Flag recurring customer questions, complaints, and product issues to the Operations Manager
• Help build and maintain FAQ answers and response templates
• Follow company SOPs for customer service, order entry, and hazmat shipping communication
• Represent the Bling Chemicals brand in a positive, consistent voice across every channel

Requirements and qualificationsRequired

• High school diploma or GED
• 1+ year in customer service, inside sales, or order support
• Clear, friendly phone manner and strong written communication (email and social media)
• Active listener with good problem-solving skills and patience with frustrated customers
• Highly organized and detail-oriented — order accuracy matters
• Comfortable juggling multiple channels at once without letting anything drop
• Adaptable and comfortable with changing priorities
• Eager to learn and grow into more in-depth customer service roles
• Basic computer skills: email, spreadsheets, and learning new software quickly; typing at a steady, accurate pace
• Willing to learn chemical products in depth, including basic safety information and SDS
• Good judgment about when to handle something and when to forward it to the right person
• Asks questions early instead of guessing, and follows up until the customer has an answer
• Works well on a small team and independently on remote days
• Dependable attendance and punctuality
• Professional with customer and company information; keeps it confidential
• Reliable home internet and a quiet workspace for remote days

Preferred

• Experience in car wash, detailing, fleet washing, or chemical products
• Familiarity with Shopify, QuickBooks, or similar order and invoicing systems
• Experience with help desk or CRM software
• Experience managing business social media inboxes

Schedule and hybrid expectations

• Hours: 30–40 hours per week, Monday–Friday, within business hours of 8:00 AM – 5:00 PM
• Location: Primarily on-site at the shop; remote days are scheduled in advance with the Operations Manager
• Team: You'll work side by side with Ashley, sharing the customer inbox, phones, and order follow-up so coverage never lapses
• Training period: Fully on-site for the first 60 days while learning the products, systems, and team
• Remote days: Phones, email, and DMs stay covered during business hours; you must be reachable and responsive the same as in-house

Working conditions

• Office work at a computer and on the phone for most of the day
• Time on the shop floor around chemical products; follow all safety rules and wear required PPE (gloves, eye protection) in production and shipping areas
• Able to lift up to 50 lbs occasionally (for example, a 5-gallon pail) when helping check or stage orders

Probationary period

The first two months are a probationary period so both sides can confirm the fit.

• End of month 1 — first evaluation: We review how the fit is going on both sides and agree on any changes needed.
• End of month 2 — second evaluation: We review how well those changes were put in place and how the job is going overall.
• After a successful month 2: The role becomes a permanent full-time position with an updated pay rate.

Growth opportunities

We want to grow with you. As you build product knowledge and experience, you'll have the chance to take on more in depth customer service responsibilities, such as handling escalated cases, supporting bulk and wholesale accounts, and helping train new team members.

Compensation and how to apply

Pay: $19.50 – $22.50 per hour, based on experience. Starts at $19.50 per hour during the probationary period; pay is reviewed and updated when the position becomes permanent.

Bling Chemicals is an equal opportunity employer.

Pay: $19.50 - $22.50 per hour

Expected hours: 30.0 – 40.0 per week

Work Location: Hybrid remote in Kennewick, WA 99336