Pearl Talent is hiring a Customer Success Representative to act as the front line of customer engagement. You will ensure every client interaction leaves customers feeling valued and delighted, managing orders, resolving issues, and providing personalized recommendations.
What You'll Do
- Serve as the first point of contact for customers via phone, email, and live chat.
- Build rapport and offer personalized floral recommendations.
- Follow up with clients to ensure satisfaction and gather feedback.
- Process phone and online orders with accuracy and efficiency.
- Coordinate with floral design and logistics teams for timely delivery.
- Manage order changes, cancellations, and special requests.
- Resolve customer concerns with professionalism and urgency.
- Act as a brand ambassador, delivering white-glove service.
- Escalate complex issues when needed, keeping clients updated.
- Identify upsell and cross-sell opportunities.
- Promote seasonal offers and premium arrangements.
- Maintain accurate CRM records.
- Provide insights on customer trends and areas for improvement.
What We're Looking For
- 2+ years in a customer-facing role, ideally in eCommerce, hospitality, or luxury services.
- Experience handling both inbound calls and written communications (email/chat).
- Strong English communication skills, both written and verbal.
- Proven ability to multitask in a fast-paced environment with attention to detail.
- Tech-savvy, with experience using CRM and order management tools.
- Reliable, high-speed internet connection.
- Flexibility to work shifting schedules, weekends, and US holidays.
Nice to Have
- Experience in the floral or gifting industry.
- Familiarity with Shopify or similar eCommerce platforms.
- Bilingual in English & Spanish/French.
- Passion for luxury products, aesthetics, or event planning.
Technical Stack
- CRM
- Order management tools
Team & Environment
You will coordinate closely with floral design and logistics teams.
Benefits & Compensation
- Competitive Salary based on experience and skills.
- Fully remote—work from anywhere with strong internet.
- Generous PTO in line with company policy.
- Learning Stipend provided to support professional development and skill growth.
- Potential to earn bonuses for successful upsells.
- Global Networking: Collaborate with a diverse international team.
- Direct mentorship and continuous learning opportunities.
- Retention bonuses at 3, 6, 9, and 12 months.
- Community-driven benefits like an annual retreat.
Work Mode
This is a fully remote position.
Pearl Talent is an equal opportunity employer.
