Customer Support Specialist

The Porch Swing Company; Cincinnati (OH); Hybrid; USD 20,664,000 - 30,307,200; Full time

Benefits offered by this job

401k

On-the-job training

Paid time off

Parental leave

Work from home

Job summary

PorchToPatio is seeking a customer service advocate to be the face and voice of our brand. You will assist customers by phone, email, and live chat, acting as an outdoor living consultant to help build dream spaces.

The role begins with a 90-day in-office training period in Cincinnati. After training, the position transitions to a hybrid schedule with the option to work from home.

Qualifications

• Excellent communication and problem-solving skills.
• Ability to manage multiple software platforms and tickets.

Responsibilities

• Handle inbound customer interactions via phone, email, and live chat.
• Assist customers with website navigation, orders, and shipment tracking.
• Resolve post-delivery issues by coordinating with vendors and internal staff.
• Upsell complementary products through consultative selling.
• Complete assigned daily/weekly tasks to support department goals.
• Participate in ad-hoc projects and company growth initiatives.

Skills

Strong communication

Multi-tasking

Independent thinker

Customer service experience

Tools

Gorgias

Monday.com

Job description

Since 2008, PorchToPatio has been a staple in the outdoor furniture market. As we continue to expand, we are looking for a customer service advocate to join our team.

We are looking for a self-starter who thrives in a fast-paced environment. You will be the face and voice of our brand, assisting customers through phone, email, and live chat. You aren't just answering phones; you are an outdoor living consultant helping customers build their dream spaces.

This role begins with an immersive 90-day in-office training period to ensure you are fully confident in our products and systems. Following training, this role will transition into a hybrid schedule where you will have the option to work from home instead of on-site at the Cincinnati location.

Key Responsibilities:

• Manage all inbound customer interactions (phone, email, live chat).
• Assist with website navigation, order placement, and shipment tracking.
• Resolve post-delivery issues (damages/incorrect items) by communicating with vendors and internal staff.
• Consultative upselling: Suggesting complementary products that enhance a customer's specific project.
• Assigned daily/weekly recurring tasks that contribute with the department's function and efficiency.
• Ad-hoc projects and contribute to new company-wide growth initiatives.
• Hours are 8:30 - 5:15 EST with a 45 min lunch break.

Qualifications:

• Dependable & Local: Must be able to commute to our Cincinnati office for the 90-day training period.
• Strong Communication: Confidence in communicating questions, issues, etc. with your team and leadership to ensure prompt resolutions are provided to customers or your role to proceed.
• Multi-tasker: Ability to manage multiple software platforms and tickets simultaneously.
• Independent Thinker: Comfortable making decisions and communicating solutions to leadership.
• Experience with Gorgias, Monday.com, or previous customer service experience is a plus.
• Competitive wages
• Earned PTO and Sick Accrual to ensure work-life balance.
• 401k plans available to help you plan for the future.
• HSA (Health Savings Account) options for use
• 9 Paid Company Holidays per year
• Remote opportunities after completed training

At PorchToPatio, we don’t just fill seats; we build careers. We are looking for a dependable teammate who is eager to master the world of e-commerce and grow alongside a successful, established company. If you have a passion for helping people and a "can-do" attitude, we want to hear from you.

• 401(k)
• On-the-job training
• Paid time off
• Parental leave
• Work from home
• Work Location: Hybrid remote in Cincinnati, OH 45202