Remote Customer Experience Specialist – Crafting Support

Local Crafts Group; Grand Prairie (TX); Remote; USD 26,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, vision plans

HSA/FSA options

Life, disability, travel assistance

401(k) with employer match

Paid time off

Employee discounts

Job summary

Local Crafts is seeking a CX Specialist to be the voice of our company across phone, email, and digital channels. You will help customers place orders, navigate our websites, and resolve shipping and payment issues while upholding our care and creativity standards.

You’ll support multiple brands under Local Crafts, ensuring a consistent, positive experience and collaborating with teammates and other departments to resolve issues efficiently.

Qualifications

• 2+ years of recent customer service for an online retailer (chat, email, and phone) within the last five years.
• Familiarity with knitting, crochet, or quilting tools and techniques.
• Strong computer and web navigation skills; quick learner of new systems.
• Proficiency with Microsoft Office.
• Clear, accurate writing with strong spelling, grammar, and attention to detail.
• Collaborative, adaptable, and comfortable multitasking in a fast-paced environment.

Responsibilities

• Support customers across multiple brands by phone, email, web forms, and live chat.
• Provide knowledgeable, accurate, timely, and friendly responses.
• Answer questions about knitting, crochet, and quilting tools, techniques, and patterns.
• Use in-house systems to enter orders, update account details, track shipments, and explain return processes.
• Write clear, thoughtful responses that reflect our brand voice, knowing that emails and chats may be shared publicly.
• Collaborate with teammates and other departments to ensure smooth resolution of customer issues.
• Take on special projects or additional tasks as needed.

Skills

Customer service

Phone support

Written communication

Multitasking

Tools

Zendesk

NetSuite

Shopify

Job description

Local Crafts is seeking a CX Specialist to be the voice of our company across phone, email, and digital channels. You will help customers place orders, navigate our websites, and resolve shipping and payment issues while upholding our care and creativity standards.

You’ll support multiple brands under Local Crafts, ensuring a consistent, positive experience and collaborating with teammates and other departments to resolve issues efficiently.