Ecommerce Customer Experience Specialist

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

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.