Job Description
About the Role:
- If you take pride in turning customer challenges into positive experiences and want to work in a bright, team-focused environment, this position is for you. Join a collaborative team where your communication skills and attention to detail make a real impact every day.
Why Join Krosswood?
- Krosswood Doors is a fast-growing, industry-leading e-commerce brand crafting premium interior and exterior doors. With over $30M in annual revenue, we deliver exceptional quality directly to customers and building professionals nationwide. As a Customer Service Specialist, you’ll be the frontline of our brand—guiding homeowners in selecting the right doors and ensuring every interaction is handled with empathy, ownership, and professionalism.
- Growth: We are expanding our customer support team, giving you opportunities to grow as we grow.
- Impact: Your problem-solving and critical thinking directly influence our customers’ experience and our brand reputation.
- Modern Environment: Our beautiful Salt Lake City office provides a bright, beautifully decorated, and comfortable collaborative workspace , equipped with modern tools (HubSpot, Aircall, AI) that reduce busy work so you can focus on helping customers.
Key Responsibilities:
- Omni-Channel Support: Manage a high volume of customer inquiries via phone, email, and live chat for homeowners.
- Order & Delivery Support: Coordinate with internal teams to track orders, provide shipment updates, and resolve delivery issues, including damages, returns, and claims.
- Product Guidance: Assist customers with product questions and specifications related to our doors. Training is provided; curiosity and a willingness to learn are key.
Who You Are:
- Customer-Focused: You lead with empathy and patience, take ownership of each interaction, and are committed to providing a positive, helpful experience.
- Clear Communicator: You can explain complex product information in a simple, approachable way.
- Problem Solver: You approach challenges with critical thinking and ownership, investigating root causes and proactively finding solutions. You don’t just follow scripts—you ensure every customer concern is resolved thoughtfully and completely.
- Tech-Savvy & Adaptable: Comfortable working across multiple systems and open to using new tools, including AI, to improve efficiency and communication.
Requirements:
- Experience: 2+ years in customer service or e-commerce support.
- Communication: Strong written and verbal skills across email, chat, and phone.
- Learning Agility: Willingness to quickly learn product lines and new tools.
- Industry Exposure (Nice to Have): Experience in home improvement, retail, or building materials is helpful but not required. Experience with retailers like Lowe’s or Home Depot is a plus.
- Software Experience: Familiarity with Customer Relationship Management (CRM) tools (HubSpot, NetSuite, Aircall preferred). Proficiency in Microsoft Office, including Excel, Word, and Outlook.
Benefits:
- Competitive hourly wage ($20.00 - $26.00/hr)
- Health, Dental, and Vision insurance
- Paid Time Off (PTO)
- 401(k)
Job Tags
Hourly pay, Work at office