Customer Support Specialist

Pay: $20.00 per hour

Job description:

Since 2008, PorchToPatio has been a staple in the outdoor furniture market. As we continue to expand, we are looking for a customer service advocate to join our team.

We are looking for a self-starter who thrives in a fast-paced environment. You will be the face and voice of our brand, assisting customers through phone, email, and live chat. You aren't just answering phones; you are an outdoor living consultant helping customers build their dream spaces.

This role begins with an immersive 90-day in-office training period to ensure you are fully confident in our products and systems. Following training, this role will transition into a hybrid schedule where you will have the option to work from home instead of on-site at the Cincinnati location.

Key Responsibilities:

• Manage all inbound customer interactions (phone, email, live chat).
• Assist with website navigation, order placement, and shipment tracking.
• Resolve post-delivery issues (damages/incorrect items) by communicating with vendors and internal staff.
• Consultative upselling: Suggesting complementary products that enhance a customer's specific project.
• Assigned daily/weekly recurring tasks that contribute with the department's function and efficiency.
• Ad-hoc projects and contribute to new company-wide growth initiatives.
• Hours are 8:30 - 5:15 EST with a 45 min lunch break.

Qualifications:

• Dependable & Local: Must be able to commute to our Cincinnati office for the 90-day training period.
• Strong Communication: Confidence in communicating questions, issues, etc. with your team and leadership to ensure prompt resolutions are provided to customers or your role to proceed.
• Multi-tasker: Ability to manage multiple software platforms and tickets simultaneously.
• Independent Thinker: Comfortable making decisions and communicating solutions to leadership.
• Experience with Gorgias, Monday.com, or previous customer service experience is a plus.

Benefits & Perks:

• Competitive wages
• Earned PTO and Sick Accrual to ensure work-life balance.
• 401k plans available to help you plan for the future.
• HSA (Health Savings Account) options for use
• 9 Paid Company Holidays per year
• Remote opportunities after completed training

At PorchToPatio, we don’t just fill seats; we build careers. We are looking for a dependable teammate who is eager to master the world of e-commerce and grow alongside a successful, established company. If you have a passion for helping people and a "can-do" attitude, we want to hear from you.

Benefits:

• 401(k)
• On-the-job training
• Paid time off
• Parental leave
• Work from home
• Work Location: Hybrid remote in Cincinnati, OH 45202