Renovation Brands is a digitally native e-commerce company serving the home improvement and renovation market across residential and commercial customers. Its vertically integrated model combines manufacturing, sourcing, and direct-to-consumer sales across more than 11 niche brands and a catalog of over one million products. The company also develops digital design and visualization tools, supports customers through in-house U.S. experts, and operates a Pro Customer program for industry professionals. Its work spans construction, manufacturing, and marketing, offering job seekers a view into the teams behind specialized home renovation commerce.
Customer Service Representative at Renovation Brands (Remote, United States)
Support customers, vendors, and trade accounts for Renovation Brands’ ecommerce home-improvement brands. Process orders, resolve service issues, and help convert leads into sales.
Description
- Respond to inbound customer inquiries and conduct outbound follow-up calls
- Deliver high-quality customer service while resolving issues promptly
- Record and maintain accurate customer interaction details
- Process customer orders accurately in the company’s order management system
- Monitor order progress and keep customers informed about status updates
- Coordinate with warehouse and logistics teams to support timely fulfillment and delivery
- Serve as the main vendor contact for orders, payments, and deliveries
- Develop and maintain productive vendor relationships
- Handle customer and vendor emails promptly and professionally
- Write clear, concise email communications
- Follow up on email exchanges to confirm satisfactory resolution
- Assist customers through online chat
- Serve as the primary point of contact for trade customers
- Help trade customers with orders, product details, and account management
- Strengthen trade customer relationships to encourage loyalty and repeat purchases
- Convert leads into sales through relationship building and effective communication management
- Report to the Customer Service Manager
Requirements
- At least two years of comparable remote customer service experience
- Strong verbal and written communication abilities
- Analytical capability to identify problems, develop solutions, and apply effective customer service strategies
- Demonstrated commitment to excellent service and improving the customer experience
- Ability to prioritize work, manage competing responsibilities, and meet deadlines in a fast-paced setting
- Working knowledge of customer service software, CRM platforms, and basic IT tools
- Flexibility and a positive, professional approach when handling change, pressure, and difficult situations
- Comfort using AI to improve customer experiences and operational efficiency
- Must work from a location within the United States
- Availability Monday through Friday, from 8:30 a.m. to 5:00 p.m. Eastern Time
Benefits
- Medical, dental, and vision insurance plans
- 401(k) Safe Harbor Plan with a dollar-for-dollar employer match up to 4%
- Paid vacation based on position
- Multiple paid holidays
- Paid parental leave
- Paid sick leave according to applicable state laws
- Employee discounts across all brands at 10% to 20% above cost
- Voluntary life and disability insurance
- Voluntary accident and critical illness insurance
- Employee referral program with a monetary bonus
- LifeMart discounts
- Competitive base salary aligned with market expectations