Customer Experience Representative

Capitol Lighting Of East Hanover, Inc.; North Carolina; Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

Paid Vacation

401(k)

Job summary

Capitol Lighting is seeking a Customer Experience Representative to join our team in North Carolina. The CER handles post-order inquiries across ecommerce channels, delivering world-class service and timely updates, while collaborating with showroom and internal teams.

This full-time role offers benefits including medical/dental/vision, paid vacation and holidays, and a 401(k) plan. Ideal candidates have 1–2 years in customer service, strong communication skills, and proficiency with CRM systems.

Qualifications

• Minimum 1–2 years in customer service, call center or related roles.
• Strong verbal and written communication, professional tone.
• Analytical and problem-solving abilities with attention to detail.
• Ability to work across showroom and internal teams.
• Self-starter who can adapt to varying schedules.

Responsibilities

• Create a welcoming experience with professional greeting and attentive service.
• Respond to inquiries via phone, chat, and email about orders, shipping, returns, etc.
• Provide timely updates on order status, ship dates, backorders, availability.
• Process web orders and POS postings daily.
• Collaborate with Credit Department to resolve disputed items.
• De-escalate upset customers following service guidelines.
• Identify and report website issues and recurring concerns.
• Collaborate with internal teams to resolve issues and ensure positive experience.
• Perform additional duties as assigned.

Skills

Communication skills

Customer service

Problem solving

Interpersonal skills

Attention to detail

CRM software

Team collaboration

Multitasking

Education

High school diploma or GED

College degree preferred

Tools

CRM systems

Call center software

Job description

All Jobs > Customer Experience Representative

Make your future brighter by joining the Capitol Lighting team! Capitol Lighting has been providing our customers with the best service, best experience, and the best variety in lighting brands since we opened our doors in 1924.

We're looking for a Customer Experience Representative to join our team. The Customer Experience Representative (CER) is responsible for providing world class customer support across Capitol Lighting’s ecommerce channels. This role focuses on assisting customers with post-order inquiries, and service-related requests while ensuring accurate, timely, and professional communication. The CER supports daily ecommerce operations and partners with internal teams to ensure a smooth and consistent customer experience. The ideal candidate will proactively engage with customers to resolve concerns, uphold the highest service standards, and collaborate with the showroom team to ensure seamless communication and service delivery.

As a Full-Time Customer Experience Representative, you will enjoy the following great benefits:

• Premier Medical, Dental and Vision insurance
• Paid Vacation and Holidays
• 401(k) Plan

What You’ll Do

• Create a welcoming experience by providing a professional greeting and attentive service to every customer.
• Respond to and resolve customer inquiries via phone, chat, and email regarding orders, shipping, returns, account information, and product availability.
• Provide accurate and timely updates to internal and external customers regarding order status, ship dates, backorders, and item availability.
• Manage the daily processing and point-of-sale posting of web orders within the Company’s computer system.
• Partner with the Credit Department to research and resolve disputed credit items.
• Support upset or frustrated customers by actively listening, clarifying concerns, and de-escalating situations in accordance with established service guidelines.
• Identify and report website discrepancies, service failures, and recurring customer concerns.
• Collaborate effectively with internal teams to resolve issues and support a positive customer experience.
• Perform additional duties as assigned.

What You’ll Bring

• Strong verbal and written communication skills, including the ability to explain complex issues clearly and professionally.
• A calm, solutions-focused approach to challenging customer interactions.
• Strong interpersonal skills and the ability to work collaboratively across departments.
• Excellent analytical, problem-solving, organizational, and multitasking abilities.
• Strong attention to detail and the ability to evaluate service quality and identify opportunities for improvement.
• Proficiency with computers, CRM systems, call center technologies, and related customer service tools.
• At least two years of customer service experience in a call center or similar environment preferred.
• High school diploma or equivalent required; college degree or current enrollment in a degree program preferred.
• Flexibility to work varying schedules as business needs require.

Requirements

• High school diploma or GED, or equivalent years of experience
• 1 to 2 years experience in customer service, support, or quality assurance roles
• Strong collaboration skills for working with showroom staff and internal teams
• Analytical and problem-solving abilities
• Meticulous attention to detail
• Proficient in CRM software, call center technologies, and quality assurance methodologies
• Self-starter who is highly detail-oriented and an enthusiastic team player
• Excellent interpersonal and communication skills, both written and verbal