Remote Customer Experience Specialist (Crafts & Yarn)

Local Crafts Group; Columbus (OH); Remote; USD 26,000 - 28,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Healthcare Savings & Flexible Spending

Employer-matched 401(k)

Paid time off & holidays

Employee discounts

Job summary

Local Crafts Group is hiring a Customer Service Specialist to be the voice across phone, email, and live chat for multiple brands under our umbrella. You’ll assist customers with orders, navigation, and questions about yarn, fabric, and crafting products, while resolving shipping and payment issues with care and accuracy.

You’ll join a team focused on delivering a consistent, positive brand experience across brands and channels, contributing to a supportive, creative craft-community environment.

Qualifications

• 2+ years recent experience handling customer contacts by chat, email, and phone for an online retailer.
• Experience resolving order, shipping, and return issues independently, with minimal oversight.
• Familiarity with knitting, crochet, or quilting tools and techniques.

Responsibilities

• Support customers across multiple brands by phone, email, web forms, and live chat.
• Provide knowledgeable, accurate, timely, and friendly responses.
• Resolve issues with appropriate solutions (replacement, refund, or credit) and escalate when needed.
• Answer questions about knitting, crochet, and quilting tools, techniques, and patterns.
• Enter orders, update accounts, track shipments, and explain returns in-house systems.
• Write clear, brand-consistent responses for emails and chats.

Skills

Customer service

Multibrand knowledge

Problem solving

Team collaboration

Strong writing

Tools

Zendesk

NetSuite

Shopify

Job description

Local Crafts Group is hiring a Customer Service Specialist to be the voice across phone, email, and live chat for multiple brands under our umbrella. You’ll assist customers with orders, navigation, and questions about yarn, fabric, and crafting products, while resolving shipping and payment issues with care and accuracy.

You’ll join a team focused on delivering a consistent, positive brand experience across brands and channels, contributing to a supportive, creative craft-community environment.