Remote Customer Service Specialist

About Sunday State

Sundaystate makes home care products people actually look forward to using. Our scenta line includes the scentafilter, a clip that attaches to a home's HVAC air filter and scents the entire house for about 30 days, plus room, car, pet, and toilet sprays. Our cleana line covers non-toxic and plant based laundry detergent, floor cleaner, all-purpose cleaners, pet shampoo, and fabric softener. Everything is built around 30+ signature scents that coordinate across the whole range.

We're a growing US brand, and we're looking for one experienced contractor to own the first conversation every new customer has with us.

Why this role exists

Most of our customers have never seen a product like the scentafilter before. When someone installs it correctly, it works beautifully and they come back. When someone doesn't understand where it goes or how long it lasts, they assume the product failed — and we lose a customer who would have loved it.

So we call every new customer right after they order. That one call does three things:

• Reviews the order. What they bought, which scents, how many, and where it's going confirmed out loud, before anything ships.
• Gives them the product knowledge they need. Where the scentafilter clips in, what to expect in the first day, how long it lasts, what to do if they want it stronger or softer.
• Opens a door. Once someone understands what they bought and is excited about it, there's a natural moment to introduce a matching room spray, a coordinating Cleana product, or the subscription that keeps them stocked automatically.

The order of those three matters. A customer who feels pitched before they feel helped is a customer we lose. The third one only works because the first two went well.

Scope of services

• Call each new customer shortly after they place their order
• Review the order with them: items, scents, quantities, shipping address, and delivery timing
• Walk them through how their products work, especially first-time scentafilter customers
• Answer questions about scents, ingredients, pet and child safety, and how products work together across the range
• Introduce complementary products and our subscription option where it genuinely fits what the customer has told you
• Log every call outcome accurately and address corrections, product questions, hesitations, and what people say about specific scents
• Send a brief weekly written summary of recurring themes, so we can improve our packaging, our site, and our products
• Handle inbound follow-up by phone and email with customers you've already spoken to
• Work within US outbound calling requirements, including permitted calling hours and opt-out handling (we provide the reference materials and training)

You decide how you deliver these services. We define the outcome and the customer experience standard; the method is yours.

What we're looking for

Required

• 2+ years in customer service, call center, or client-facing work. International campaign experience is a strong plus.
• Clear, confident, neutral-accented spoken English; American customers should find you easy to understand over a phone line
• Comfortable making outbound calls and opening conversations with strangers
• Genuinely warm on the phone; people should finish the call glad you called
• Your own equipment: laptop or desktop, quality headset, reliable fibre or LTE (10 Mbps minimum), and a quiet space to work from
• Able to hold the evening availability window consistently

Nice to have

• Experience growing order value or retaining subscribers
• Familiarity with Shopify and Ringcentral
• Background in consumer goods, home care, beauty, or fragrance
• An existing freelance or contracting practice

What actually makes someone good at this

We'd rather work with curiosity than polish. The people who do this well ask one more question — what room are you hoping smells best? — and then match a product to the answer. If you like people and you're willing to learn a product line deeply, the rest is teachable.

Pay: $6.00 - $8.00 per hour

Expected hours: 40.0 per week

Benefits:

• Flexible schedule
• On-the-job training
• Referral program
• Work from home

Work Location: Remote