Customer Service Specialist

Why join us?

At Design Within Reach, home comes first.  We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime – from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings.

Our purpose is to design for the good of humankind. It’s the ideal we strive toward each day in everything we do. Being a part of Design Within Reach means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

We're looking for a Customer Service Specialist! Our Studios serve as both a retail environment and as community centers for design, inviting constant interaction between the customer, our furniture and our sales team. DWR's Retail Customer Care Specialists provide exemplary customer service to support the Retail Sales organization through a variety of operational tasks. As a Customer Service Specialist, you'll report to the Retail Operations Manager.

What you’ll do:

You'll have opportunities to grow, achieve and build relationships every day as you...

• Manage multi-faceted customer service inquiries in a professional manner with accuracy of information, appropriate grammar, spelling and empathy.
• Assess customers' support needs through written correspondence or by phone, solve the issue at hand and communicate resolution in a complete and thorough manner.
• Regularly rotate through different operational specialties and skill sets.
• Become an expert in product knowledge and DWR policies and procedures, ensuring the ability to react to and solve customer service requests as efficiently as possible.
• Provide daily Customer Service support to the Sales Organization including but not limited to:
  • Manage and respond to inquiries for tax exemption and trade discount qualification, ensuring required documentation is submitted.
  • Review and solve sales order payment issues.
  • Manage and process return and exchange requests through Operations, ensuring adequate documentation is present, and customer need is resolved promptly.
  • Maintain product knowledge to respond to product inquiries and requests for information and/or parts.
  • Use operational systems available to provide answers to the sales field.

Does this sound like you?

This might be you if you have the following skills and abilities...

• 2-3 years of experience in customer service role with a focus on operational excellence.
• Outstanding written and verbal communication skills.
• Ability to work with a high degree of accuracy and attention to detail.
• Appropriate discretion in handling confidential financial and personal information.
• Ability to thoughtfully handle stressful and difficult situations.
• Solid problem solving skills including follow through and the ability to manage multiple competing priorities.
• Ability to quickly develop rapport with both internal and external groups and individuals.
• Proficiency in Microsoft Office Suite (especially Excel); experience using Salesforce.com a plus.
• College degree preferred.

As a Customer Service Specialist, you'll be eligible for DWR's comprehensive benefits package including medical, dental and vision insurance, paid holidays, parental leave, green transit subsidy, 401k and more.

Design Within Reach provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, age, sex, marital status, national origin, ancestry, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws, and prohibits discrimination and harassment of any type.  

Who We Hire?

Simply put, we hire everyone. Design Within Reach is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We’re committed to equal opportunity employment, including veterans and people with disabilities.

A starting compensation range for this role is $25.10 - $33.33. Relevant salary considerations will include candidate qualifications and experience, other business/organizational needs and market factors . You may also be eligible to receive a geographic premium, annual discretionary incentive and equity awards which are subject to the rules governing these programs. The company offers a full spectrum of benefits including M