Local Crafts is hiring a Customer Service Specialist to be the primary voice of our company across phone, email, and digital channels. You will support customers across multiple crafting brands, helping them place orders, navigate our websites, answer questions about yarn, fabric, and crafting products, and resolve issues. Every interaction should reflect our values of care and creativity.
What You'll Do
- Support customers across multiple brands via phone, email, web forms, and live chat.
- Provide accurate, timely, and friendly responses in a call-center environment.
- Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
- Write clear, thoughtful email responses that reflect our brand voice.
- Collaborate with teammates and other departments to ensure smooth resolution of customer issues.
- Take on special projects or additional tasks as needed.
- Month 1: Learn product lineup across 7+ brands, practice order entry, shadow senior team members, and start responding to routine emails.
- Month 2: Independently answer calls and resolve common issues such as shipping questions, order placement, returns, and promotions.
- Month 3: Confidently handle complex tickets, know when to apply exceptions, and craft thoughtful, personalized responses requiring research or collaboration.
What We're Looking For
- 2+ years of direct customer service experience (phone/email preferred).
- Strong computer and web navigation skills; quick learner of new systems.
- Proficiency with Microsoft Office.
- Excellent written communication with strong spelling, grammar, and attention to detail.
- Familiarity with knitting, crochet, or quilting products.
- Collaborative, adaptable, and comfortable multitasking in a fast-paced environment.
Nice to Have
- Experience with Zendesk or similar customer service platforms.
- Experience with Netsuite or other order management systems.
- Advanced knitting or crochet knowledge, with ability to explain or teach patterns.
- Ability to read patterns is a plus.
Team & Environment
The Customer Service team supports multiple brands under the Local Crafts umbrella and reports to the Director of Customer Experience.
Benefits & Compensation
- Compensation: $17.00 to $20.00/hr
- Multiple medical, dental and vision plan options after 30 days with company contributions to premium costs.
- Healthcare Savings and Flexible Spending Accounts.
- Company-paid Life, Short and Long-Term Disability, and worldwide travel assistance benefits.
- Voluntary life and income replacement plans.
- 401(k) Retirement Savings Plan with Employer Match.
- Generous paid time off and holiday pay policies.
- Employee discounts at all Local Crafts companies.
Work Mode
This is a fully remote position open to candidates globally.
Local Crafts is an equal opportunity employer committed to creating and maintaining a supportive and inclusive work environment.
