Customer Service Representative

Spring Footwear Corp; Pompano Beach (FL); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Competitive pay

Company holidays

Paid time off

Profit sharing

Product benefits

Growth opportunities

Job summary

Spring Footwear Corp. is seeking a Customer Service Representative – B2C to join our onsite team in Pompano Beach, FL. You will assist consumers across phone, email, and chat with product questions, online orders, returns, exchanges, and deliveries, ensuring a positive customer experience.

You will thrive by thinking critically, owning problems, and turning challenging interactions into positive outcomes while collaborating with Sales, E‑Commerce, Operations, and Warehouse teams.

Qualifications

• Direct-to-consumer customer service experience required.
• Experience in e-commerce, retail, footwear or related environment preferred.
• Strong verbal and written communication skills.
• Ability to manage multiple customer conversations in a fast-paced setting.
• Proficiency with Microsoft Office and/or Google Workspace.
• Experience with Gorgias, Shopify or similar platforms is strongly preferred.

Responsibilities

• Provide exceptional customer service through phone, email, chat, and other channels.
• Assist customers with product questions, online orders, order status, shipping and deliveries, returns, exchanges and refunds.
• Research customer concerns and identify solutions using policies and resources.
• Take ownership of cases from initial contact to resolution and follow-up.
• Escalate when necessary and coordinate with other departments for resolution.
• Document customer interactions accurately in CS/e-commerce platforms.

Skills

Verbal communication

Written communication

Active listening

Problem solving

Multitasking

Organization

Ownership

Call center experience

Footwear knowledge

MS Office

Education

High school diploma

Tools

Gorgias

Shopify

Google Workspace

Microsoft Office

Job description

Location: Pompano Beach, FL – Onsite

Since 1991, Spring Footwear has made a difference in the lives of consumers who depend on our brands for comfort, style, quality, and value. Product innovation, flexibility, and exceptional service are at the heart of our success and support our mission:

“To develop successful partnerships by creating and delivering the best quality, value, product and service every day!”

We are looking for an energetic, customer-focused Customer Service Representative – B2C to join our team and grow with us.

This position is at the front line of the customer experience across our footwear brands. You will assist consumers through multiple communication channels, including phone, email, and chat, helping with everything from product questions and online orders to returns, exchanges, deliveries, and issue resolution.

We are looking for someone who enjoys talking with customers, thinks critically, takes ownership of problems, and knows how to turn a challenging interaction into a positive customer experience.

Spring Footwear is a dynamic, fast-paced environment. The right person will be comfortable managing multiple priorities while remaining patient, professional, organized, and genuinely committed to helping customers.

What You Will Do

• Provide exceptional customer service through phone, email, chat, and other customer communication channels.
• Assist customers with product questions, online orders, order status, shipping and delivery inquiries, returns, exchanges, refunds, and account-related questions.
• Research customer concerns and identify appropriate solutions using available systems, policies, and resources.
• Take ownership of customer cases from initial contact through resolution and follow up when necessary.
• Handle customer concerns with patience, empathy, professionalism, and a solutions-oriented approach.
• Manage multiple customer interactions and priorities while maintaining accuracy and responsiveness.
• Document customer interactions and maintain accurate information within customer service and e-commerce platforms.
• Identify situations requiring escalation and involve the appropriate supervisor or manager when necessary.
• Follow through on escalated matters and coordinate with other departments to ensure customer issues are resolved.
• Work collaboratively with Customer Service, E-Commerce, Operations, Warehouse, and other internal teams to support a seamless customer experience.
• Identify recurring customer concerns and communicate trends or opportunities for improvement to management.
• Maintain knowledge of Spring Footwear brands, products, promotions, policies, and customer service procedures.

What You Will Need

• Minimum 2 years of direct-to-consumer customer service experience, preferably in e-commerce, retail, footwear, fashion, or a related environment.
• High school diploma or equivalent.
• Strong verbal and written communication skills.
• Excellent interpersonal, active-listening, and problem-solving skills.
• Ability to manage multiple customer conversations and priorities in a fast-paced environment.
• Strong attention to detail, organization, follow-through, and sense of ownership.
• Ability to remain professional and solutions-focused when handling difficult or escalated customer situations.
• Proficiency with Microsoft Office and/or Google Workspace.
• Experience with Gorgias, Shopify, or similar customer service/e-commerce platforms is strongly preferred.
• Previous call center or high-volume customer service experience is a plus.
• Footwear or retail product knowledge is a plus.

What We Offer

• Competitive compensation and benefits
• Company-paid holidays
• Paid Time Off
• Profit Sharing Program
• Employee product benefits
• Opportunities for professional growth and advancement

This is a full-time, onsite position at our Pompano Beach, Florida headquarters. Hybrid and remote work are not offered for this position.

Spring Footwear Corp. is an Equal Employment Opportunity employer. Employment is contingent upon successful completion of applicable pre-employment screening requirements. Spring Footwear maintains a Florida Drug-Free Workplace Program, and employees may be subject to drug testing in accordance with applicable law and company policy.