Remote Customer Solutions Expert

WebstaurantStore Food Service Equipment and Supply Company; Lititz (Lancaster County); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Starting pay $25.70/hour

Remote, full-time role

Paid holidays and PTO

Job summary

WebstaurantStore in Lititz, PA is seeking a Customer Solutions Specialist for a hybrid, full‑time role. You will handle customer inquiries by phone, live chat and email, solving problems with empathy and strong judgment while avoiding scripts.

The position includes a 60‑day onboarding program and ongoing coaching to help you grow with the team. You’ll work remotely part of the week and in‑office as needed, with a starting hourly pay of $25.70 and a broad benefits package.

Qualifications

• Strong verbal and written communication skills, with conversational fluency in English.
• Experience using Office 365, Windows systems, internet-based tools, and multiple software platforms.
• 40 words per minute typing speed required.
• Reliable high-speed internet of at least 75 Mbps download/10 Mbps upload required.

Responsibilities

• Communicating with empathy and confidence through phone, live chat and email in a fast-paced remote environment even during challenging situations.
• Investigating complex customer situations by connecting information across multiple systems, order history, previous interactions and resources to understand the full picture before determining the best path forward.
• Using sound judgment to make decisions about credits, refunds, replacements, reshipments, returns, and other customer resolutions while balancing customer experience, company guidelines, and business impacts.
• Solving problems where the answer isn’t always obvious; you’ll navigate situations requiring critical thinking, curiosity, and creativity rather than scripts.
• Partnering with internal teams when solving the issue requires additional information, expertise, or coordination.
• Continuous learning through regular feedback, coaching and collaboration opportunities.
• Adapting to our efforts to continuously improve our systems, the customer experience, and department workflows.
• Connecting with teammates throughout each day via chat or video call.
• Maintaining awareness of success across a variety of metrics focused on customer experience, quality, and culture.

Skills

Verbal and written communication

Typing 40 WPM

Office 365

Windows systems

Internet-based tools

Tools

Office 365

Windows

Internet tools

Multiple software platforms

Job description

WebstaurantStore in Lititz, PA is seeking a Customer Solutions Specialist for a hybrid, full‑time role. You will handle customer inquiries by phone, live chat and email, solving problems with empathy and strong judgment while avoiding scripts.

The position includes a 60‑day onboarding program and ongoing coaching to help you grow with the team. You’ll work remotely part of the week and in‑office as needed, with a starting hourly pay of $25.70 and a broad benefits package.