Customer Service Representative (E-commerce)

Allegiance Flag Supply; Charleston (SC); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Remote flexibility

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Matching

Paid Time Off

Parental Leave

Job summary

Allegiance Flag Supply, based in Charleston, SC, is seeking a Customer Service Specialist who enjoys helping people and solving problems. You’ll join a fast-moving, high-volume Customer Experience team that uses AI and automation to deliver thoughtful, white-glove service across phone, email, chat, and social channels.

Responsibilities include delivering exceptional customer experiences, owning issues from question to resolution, and staying organized in a changing environment.

Qualifications

• 1–3 years of customer service experience, preferably in fast-paced environments.
• Ownership and follow-through: see tasks through to the end.
• Growth mindset: open to feedback and learning.
• Independence and collaboration: work autonomously and with teammates.
• Composure: stay level-headed during high-volume periods.

Responsibilities

• Deliver exceptional customer experiences across phone, email, chat, social, and other channels.
• Own the resolution: move issues to solution with available information.
• Manage a steady volume of conversations balancing speed, accuracy and quality.
• Know when to escalate and when to proceed with actions.
• Follow documented policies and use customer/order data for accurate decisions.
• Leverage AI, automation, macros, and workflows to work smarter.
• Stay organized, document work, and meet commitments.
• Develop product/process expertise to support customers effectively.
• Identify recurring questions and suggest improvements.
• Keep internal and customer-facing resources accurate and up to date.
• Collaborate with the team, especially during peak seasons.

Skills

Customer service

Communication

Problem solving

Attention to detail

Organizational skills

Tech adaptability

Tools

Gorgias

Shopify

ShipStation

Job description

At Allegiance Flag Supply, we believe the American flag should be crafted with the same pride, dedication, and craftsmanship that it represents. Our flags are sewn in America using American-sourced materials, supporting American jobs and manufacturing. When you join our team, you become part of a team that takes real pride in the products we make and the customers we serve. Our Customer Experience team protects that standard.

We're looking for a Customer Service Specialist who genuinely enjoys helping people, solving problems, and getting things done. You'll join a fast-moving, seasonally high-volume Customer Experience team where you'll be trusted to use good judgment, take ownership, and deliver thoughtful, efficient solutions. We embrace technology, AI, and automation to work smarter while keeping great white-glove customer service at the center of what we do.

PLEASE NOTE: Applicants will only be considered if they complete our Culture Index Survey linked below. This is a required part of our hiring process and helps us better understand how you might thrive within our team and company culture.

https://go.cultureindex.com/p/PThLXKiQoFgcNptx2ev

Location: Charleston, SC or Regional Remote | Full-Time

Typical Schedule: Monday–Friday, 9 AM–5 PM ET, with flexibility during peak seasons as business needs required

Responsibilities

• Deliver exceptional customer experiences: Assist customers across phone, email, chat, social, and other support channels with warmth, professionalism, and confidence.
• Own the resolution: Take customer issues from question to solution whenever possible, using the information and resources available to minimize unnecessary back-and-forth.
• Work efficiently: Manage a steady volume of customer conversations while balancing speed, accuracy, quality, and customer satisfaction.
• Use good judgment: Know when you can confidently solve something, when you need to dig deeper, and when an issue truly needs to be escalated.
• Follow processes with precision: Use documented policies, workflows, and customer and order information to make accurate decisions without overlooking important details.
• Work alongside AI and automation: Use AI-powered tools, automation, macros, and workflows to work smarter and faster while knowing when human judgment and a personal touch matter most.
• Stay organized and accountable: Prioritize your workload, maintain clear documentation, follow through on commitments, and communicate proactively.
• Become a product and process expert: Build a strong understanding of our products, policies, systems, and customer experience standards.
• Help us get better: Notice recurring questions, customer friction, and process gaps and bring forward observations and recommendations for how we can improve.
• Strengthen our knowledge: Help keep internal and customer-facing resources accurate, useful, and up to date.
• Support the team: Collaborate, share knowledge, and jump in where needed, especially during our busiest seasons.

What You Bring

Experience & Mindset

• 1–3 years of customer service experience, preferably in e-commerce, retail, hospitality, software support, or another fast-paced customer-focused environment.
• Ownership and follow-through: When something is yours, you see it through and communicate when something gets in the way.
• Growth mindset: You're open to feedback, willing to learn, and able to apply what you've learned the next time.
• Independence and collaboration: You're comfortable working autonomously but know when to pull in a teammate or ask for help.
• Composure: You can stay level-headed through difficult customer conversations, changing priorities, and high-volume periods.

Customer Service Excellence

• Strong communication skills: You communicate clearly and confidently, both in writing and conversation, and know how to adjust your approach based on the customer and situation.
• Problem-solving ability: You're resourceful, curious, and comfortable looking for answers and working through challenges.
• Judgment & decision-making: You use available information and established guidelines to make confident, thoughtful decisions, knowing when to act independently and when to elevate.
• Attention to detail: You catch the small things and take pride in getting orders, refunds, replacements, returns, and documentation right.
• Efficiency and organization: You can manage multiple conversations and priorities while meeting expectations for productivity, responsiveness, quality, and customer satisfaction.
• Tech adaptability: You're comfortable learning new systems and working alongside AI, automation, macros, workflows, and knowledge tools.
• Experience with Gorgias, Shopify, ShipStation, or similar e-commerce/customer support platforms is a plus, but not required.

You'll Thrive Here If...

• You like solving tickets and the satisfaction of getting things done.
• You naturally look at the information available to you before asking someone else for the answer.
• You care about getting things right, but you don't believe every problem needs to become complicated.
• You can move quickly without sacrificing attention to detail.
• You enjoy learning new tools and finding better ways to work.
• You take feedback, apply it, and keep growing.
• You notice when something doesn't make sense and speak up, ideally with an idea for how to make it better.
• You're comfortable owning your work independently and enjoy being part of a team that holds a high standard.
• You genuinely care about leaving the customer in a better place than you found them.

Why Join Allegiance Flag Supply?

• Remote flexibility with local connection: This role is primarily remote, with a preference for candidates in the Charleston, SC area or within a few hours of our North Charleston facility. We value bringing our team together periodically for company events, team meetings, training, and other opportunities to connect in person.
• Mission with meaning: Be part of a growing American company committed to quality, integrity, patriotism, and supporting American jobs and manufacturing.
• Room to grow: We invest in our people and create opportunities to learn new skills, take on new challenges, and grow your career as the company evolves.
• A team that works together: Join a collaborative team that values ownership, high standards, new ideas, and helping one another succeed.
• Modern ways of working: Be part of a Customer Experience team that embraces AI, automation, technology, and continuous improvement while keeping exceptional human service at the center.
• Benefits that support you: Medical, dental, vision, and life insurance; 401(k) with company matching; paid time off; and parental leave.

Remote Work Expectations

You’ll need a reliable internet connection and a distraction-free workspace that allows you to be fully engaged during working hours and virtual meetings.