At Serena & Lily, we believe a beautiful home begins with thoughtful details – and an exceptional customer experience. Our Customer Care Specialists are at the heart of that experience, delivering a five-star, luxury level of service that makes every interaction feel effortless, personal, and polished. Whether a customer is furnishing a forever space, selecting the perfect finishing touch, or checking on an important delivery; you’ll ensure they feel supported every step of the way.

In this role, you’ll provide expert support across multiple channels, resolve order and product inquiries with confidence, and bring a calm, solutions-first mindset to every situation. If you’re energized by fast-paced problem solving, take pride in clear and professional communication, and enjoy creating memorable experiences for customers, we’d love to meet you.

We’re seeking full-time associates with the flexibility to work one of the following shifts with flexibility to work on holidays:

1. Monday – Friday: 5:30 AM – 2:30 PM PST
2. Monday – Friday: 7:00 AM – 4:00 PM PST
3. Monday – Friday: 7:30 AM – 4:30 PM PST

RESPONSIBILITIES:

1. Customer Support: Act as the face of the Serena & Lily brand, providing a first-rate customer experience via various channels (phone, email, and live chat) to provide prompt and professional assistance. Respond to inquiries, resolve complaints, provide design consultation, and troubleshoot technical issues effectively. Develop rapport with customers, empathizing with their situations to build brand loyalty.
2. Product Knowledge: Become a Serena & Lily brand advocate by developing a deep understanding of our products and services in order to provide accurate and up-to-date information and design advice to our customers. Stay updated on product features, pricing, promotions, and any relevant changes or updates.
3. Problem Resolution: Investigate and resolve customer issues or complaints in a timely manner. Act as a liaison between the customer and internal departments, ensuring effective communication and a satisfactory resolution for the customer.
4. Order Processing: Process customer orders, returns, replacements, or other post-sale transactions accurately and efficiently. Verify and update customer information, payment details, and shipping addresses as required.
5. Documentation: Maintain accurate records of customer interactions, inquiries, complaints, and actions taken. Utilize customer relationship management (CRM) software or other systems to track and manage customer interactions and follow-up tasks.
6. Customer Feedback: Actively listen to customer feedback, suggestions, or concerns. Identify trends or recurring issues and provide valuable insights to improve products, services, or processes.
7. Quality Assurance: Adhere to established customer service standards and guidelines. Maintain a high level of professionalism, accuracy, and efficiency in all customer interactions. Continuously seek feedback to improve performance and meet or exceed service targets.

QUALIFICATIONS:

1. Proven experience in a customer service role or similar position.
2. A passion for delivering exceptional service, demonstrating patience, warmth, empathy, and optimism when dealing with customer inquiries or complaints.
3. Creative problem-solving and critical-thinking abilities.
4. Strong ownership of customer issues and excellent organization and follow-up skills.
5. Ability to multitask, prioritize, and manage time effectively.
6. Comfortable with multitasking through multiple platforms.
7. Proficiency in using customer service software, CRM systems, and other relevant tools.
8. Strong accountability and understanding of metrics based work expectations.
9. Ability to work in a fast-paced, remote environment.
10. Exceptional verbal and written communication skills.
11. Strong command of the English language.

This position is 100% remote and we are hiring in the following states: Arizona, California, Connecticut, Delaware, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, North Carolina, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Washington

COMPENSATION:

Salary Range for this role is: $18-23/hr

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