Remote Customer Service Representative

Pyramid Consulting Group, LLC; New York (NY); Remote; USD 28,000 - 34,000; Full time

Job summary

Pyramid Consulting Group, LLC is hiring a Seasonal Remote Customer Service Representative to support a luxury fragrance and lifestyle brand during the holiday season. The role is full-time and remote, with training in New York City.

You will handle inquiries by phone, email, and chat, resolving product, order, return, and shipping questions while collaborating with Retail, E‑Commerce, and CRM teams. Requirements include 1+ year in customer service or e-commerce, strong communication, and

Qualifications

• 1+ year of experience in Customer Service or E-Commerce Operations.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with ability to build rapport with customers.
• Proficiency with Microsoft Excel, PowerPoint, and Word.
• Experience with Zendesk, Narvar, and/or Magento is a plus.

Responsibilities

• Handle incoming customer inquiries via phone, email, and chat during peak season.
• Provide exceptional service addressing questions about products, orders, returns, exchanges, and shipping.
• Collaborate with Retail, E-Commerce, and CRM teams to resolve customer needs.
• Relay customer feedback and site issues to internal teams.
• Support sales through product guidance and proactive customer engagement.
• Process e-commerce returns, refunds, and exchanges efficiently and accurately.
• Attend team meetings and training sessions to enhance product knowledge and service skills.
• Work remotely Monday through Friday, 9 am–6 pm, with potential flexibility.
• Resolve at least 30 tickets per day and maintain a CSAT score of 85%+.

Skills

Customer service

E-commerce operations

Interpersonal communication

Tools

Microsoft Excel

Microsoft PowerPoint

Microsoft Word

Zendesk

Narvar

Magento

Job description

Our client, a luxury fragrance and lifestyle brand, is hiring a Seasonal Remote Customer Service Representative to join the team now through the holiday season. Although this is a remote role, you must be able to attend training classes in New York City.

This is a full-time seasonal role that will begin immediately and continuing through December 31.

Job Duties Include

• Manage incoming customer inquiries via phone, email, and chat during peak season.
• Provide exceptional service, addressing questions related to products, orders, returns, exchanges, and shipping.
• Collaborate closely with Retail, E-Commerce, and CRM teams to resolve customer needs.
• Relay customer feedback and site issues to appropriate internal teams.
• Support sales efforts through product guidance and proactive customer engagement.
• Process e-commerce returns, refunds, and exchanges efficiently and accurately.
• Attend team meetings and training sessions to enhance product knowledge and service skills.
• Ability to work remotely Monday through Friday, from 9 am to 6 pm, with potential flexibility.
• Ability to solve at least 30 tickets per day, maintaining a customer satisfaction score of 85% or higher.

Job Qualifications Include

• At least 1+ year of experience in Customer Service or E-Commerce Operations.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to build rapport with customers.
• Proficiency with Microsoft Excel, PowerPoint, and Word.
• Experience with Zendesk, Narvar, and/or Magento is a plus.
• Customer-focused, highly organized, and capable of managing multiple inquiries in a fast-paced environment.
• Passion for the Beauty, Fragrance, or Luxury industry is preferred.
• Strong attention to detail and a solution-oriented mindset.
• Willingness to learn new processes and collaborate effectively with internal teams.
• Preferred educational background includes relevant experience in customer service or e-commerce sectors; formal education is not mandatory but appreciated.

Salary: $20 - $25 per hour

The description above is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, and qualifications required.

While PCG appreciates all applicants, only those qualified will be contacted.

Pyramid Consulting Group, LLC is an Equal Opportunity Employer that takes pride in a diverse environment. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, marital or veteran status, disability, genetic information, or any other protected status under applicable law.

We will provide reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation during the application or hiring process, please contact [e-mail]

For positions subject to “Fair Chance” laws (including but not limited to California, Colorado, New York City, Los Angeles, and other jurisdictions), PCG will consider qualified applicants with arrest and conviction records in a manner consistent with applicable law.

Please refer to our website: www.pyramidcg.com for access to our Right to Work and E-Verify.

PCG, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. PCG and our clients may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. This role may also be eligible for additional compensation including incentive pay, discretionary bonuses, and a comprehensive benefits package, details of which will be provided during the hiring process.