Customer Service Rep Job at Lumens in Sacramento

Overview

We are seeking a polished, detail-oriented Customer Service Representative to deliver exceptional support to our clientele via phone, chat, and email, ensuring a personalized experience that upholds our brand's excellence. The role involves assisting clients with orders (inquiries about order status, shipping, product details, damages, and returns) and coordinating with vendors and the inside sales team to ensure seamless order management. This is an in-office role based in Sacramento, CA.

Responsibilities

• Customer Interaction: Respond promptly and professionally to customer inquiries across phone, chat, and email channels; provide tailored assistance to resolve issues and exceed expectations.
• Order Management: Assist with order placement, tracking, modifications, and cancellations; communicate updates on order status, shipping, and delivery timelines with precision.
• Issue Resolution: Handle complaints, product concerns, and escalations with poise and professionalism, aiming for a positive resolution; coordinate with internal teams to resolve complex issues efficiently.
• Product Knowledge: Maintain an in-depth understanding of the brand\'s luxury products and services to confidently guide customers; suggest complementary products or services to enhance the experience.
• Customer Records: Accurately document customer interactions, preferences, and resolutions in the CRM system; leverage data to personalize interactions and maintain loyalty.
• Brand Representation: Uphold the brand\'s values, tone, and reputation in all communications; ensure all communications reflect the prestige and exclusivity of the brand.

Qualifications

• Customer Service Experience: Proven experience in customer service, preferably within luxury goods, retail, or hospitality; exceptional interpersonal and communication skills.
• Multi-Channel Communication: Proficiency in managing customer interactions across phone, chat, and email; strong writing skills for polished email and chat responses.
• Attention to Detail: Ability to accurately capture customer preferences and details; focus on delivering error-free service.
• Problem-Solving: Ability to resolve customer issues quickly and effectively while maintaining brand standards; handle high-pressure situations with calm and confidence.
• Product Knowledge and Upselling: Familiarity with luxury goods, including features, materials, and care instructions; ability to upsell or recommend complementary products with tact.
• Technical Proficiency: Experience with CRM systems, order management platforms, and chat tools; ability to learn new systems quickly.
• Professionalism and Poise: Impeccable etiquette and ability to handle high-profile or demanding customers; maintain professionalism in challenging interactions.
• Time Management: Efficiently manage multiple tasks and prioritize in a fast-paced environment.
• Team Collaboration: Work with internal teams (sales, logistics, marketing) to deliver seamless service; flexible to shifting needs and peak periods.

About Lumens

North America\'s premier destination for design enthusiasts, Lumens offers a curated edit of modern lighting, furniture, and décor from over 400 international brands. Our vision is to inspire and connect the world with good design, guiding innovation, customer experience, and service. Our team includes certified interior designers and product specialists, and we are looking for fellow design enthusiasts to join us. Lumens is part of Flos B&B Italia Group, a leading global high-end design group.

Compensation and Logistics

Base pay range: $18.00/hr - $20.00/hr

Location: Sacramento, CA (in-office role)

Benefits: health benefits, 401k, 3 weeks annual paid time off

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Consumer Services