Ecommerce Customer Service Representative

Ecommerce Customer Service Representative

Who we are: Party Reflections is a leading event rental industry provider in the Carolinas. The business started in 1958 and has been a family-operated business since day one. The most important piece to our success is our people. We strive to make great moments happen for both our clients and our employees.

Position Summary

Snyder Events / Party Reflections is seeking a friendly, organized, and customer-focused Ecommerce Customer Service Representative to assist customers throughout the rental process while supporting online and direct-to-customer sales.

This position is primarily responsible for providing exceptional customer service and managing direct customer rental orders from initial inquiry through completion. The role will handle phone, email, and online inquiries; assist customers with product selection, quotes, contracts, and payments; support e-commerce sales; and manage Customer Pick-Up (CPU) orders and returns. The position will also identify opportunities to recommend additional rental products and services while coordinating with the warehouse and operations teams to ensure each order is accurate and the customer experience is seamless.

The ideal candidate enjoys working with customers, is comfortable using technology and online platforms, has strong attention to detail, and has a natural ability to identify sales opportunities and recommend additional products.

Key Responsibilities

• Provide friendly, professional, and responsive customer service through phone, email, online inquiries, and in-person interactions.
• Assist customers with questions regarding products, pricing, availability, rental policies, and services.
• Help customers select rental products based on their event, needs, guest count, and budget.
• Resolve customer questions and concerns promptly and professionally.
• Build positive customer relationships and encourage repeat business.
• Communicate customer needs and issues with the appropriate departments.

E-Commerce & Sales

• Respond to online inquiries and assist customers with completing their rental orders.
• Create accurate quotes and contracts for Customer Pick-Up and direct rental orders.
• Assist customers with navigating available products and rental options.
• Recommend complementary products and accessories to increase order value.
• Monitor online orders and follow up with customers when additional information is needed.
• Maintain accurate product information, pricing, and availability within the rental system and applicable online platforms.
• Identify opportunities to convert customer inquiries into completed sales.
• Support promotions, product updates, and other e-commerce sales initiatives.

Customer Pick-Up (CPU) Orders

• Assist customers with Customer Pick-Up orders from initial inquiry through return.
• Schedule customer pick-up and return appointments.
• Process payments, deposits, and contract changes.
• Verify order accuracy prior to customer arrival.
• Coordinate with warehouse staff to ensure CPU orders are prepared accurately and on time.
• Communicate order changes or special customer requests to the warehouse and operations teams.
• Assist customers during the pick-up and return process when needed.

Administrative & Sales Support

• Maintain accurate customer and order information within the rental management system.
• Monitor upcoming CPU reservations and proactively identify potential issues.
• Assist with inventory and product availability inquiries.
• Process customer payments and maintain accurate transaction records.
• Assist with general customer service and sales-related tasks.
• Support other departments as needed to provide a seamless customer experience.

Qualifications

• Previous customer service, sales, retail, hospitality, or e-commerce experience preferred.
• Strong communication and interpersonal skills.
• Excellent customer service skills and a positive attitude.
• Strong organizational skills with excellent attention to detail.
• Comfortable using computers, online platforms, and learning rental management software.
• Ability to multitask and manage multiple customer interactions at once.
• Strong problem-solving and decision-making skills.
• Ability to work independently while collaborating with multiple departments.
• Comfortable identifying sales opportunities and recommending additional products.

Preferred Skills

• Experience in e-commerce, retail, hospitality, rental, or event industries.
• Experience with CRM, POS, e-commerce, or rental management software.
• Cash handling and payment processing experience.
• Experience responding to customers through email, phone, chat, or online platforms.
• Strong sales and upselling skills.
• Familiarity with social media or online marketing platforms is a plus.

Physical Requirements

• Ability to sit or stand for extended periods.
• Ability to occasionally lift up to 25 pounds.
• Ability to walk between the showroom, warehouse, and office throughout the workday.

What Success Looks Like

• Provides fast, friendly, and knowledgeable customer service across all customer touchpoints.
• Converts customer inquiries into completed rental orders.
• Maintains accurate online and customer order information.
• Identifies opportunities to increase sales through complementary products and services.
• Ensures CPU customers have a smooth and organized pick-up and return experience.
• Builds repeat business through strong customer relationships.
• Communicates effectively with sales, warehouse, and operations teams.
• Helps create a seamless customer experience from the initial online inquiry through the completion of the rental.

Pay: $17.00 - $20.00 per hour

Work Location: In person