Customer Service- Level 1 - Hybrid or remote

Covercraft Industries, LLC is the leading branded manufacturer of Automotive, Marine and Recreational Vehicle protection products, as well as a market leader in outdoor protection products for Home and Garden since 1965. We’re rapidly expanding and want to add energetic, goal-oriented new team members who will join in our growth in these exciting industries. 

Our Mission is to design and manufacture quality products that protect the things that move you. Our Goal and Vision is to be the most sought-after source for customers seeking to protect their investments, hobbies, adventures and memories. Covercraft expects to accomplish this by embracing our core values of Integrity, Excellence, Teamwork, Innovation and being Customer-Focused. 

Our team members are the key to our success and that is why we offer career opportunities with outstanding benefits including: 

• Medical, dental, vision, 
• 401(k) Retirement Plan/Employer Matching
• Supplemental voluntary benefits (STD, Life, Accident) 
• Generous PTO Policy: beginning at 80 hours the 1^st year of employment -> 120 hrs. 2^nd year of employment; Paid holidays; Paid Bereavement 
• FSA -Flexible Spending Account
• Profit Sharing Plan – All active team members are eligible
• Career Advancement Opportunities
• Educational Tuition Reimbursement

ESSENTIAL JOB FUNCTIONS

• Deliver an exceptional customer experience through phone, email, chat, and other communication channels.
• Assist customers with product information, order placement, order management, returns, warranties, and general inquiries.
• Manage inbound and outbound customer communications in a professional and timely manner.
• Maintain accurate customer, order, return, and warranty records through data entry and documentation.
• Research and resolve customer concerns, order issues, shipping inquiries, and product-related questions.
• Collaborate with internal departments to ensure timely and accurate resolution of customer needs.
• Follow company policies, procedures, and service standards.
• Demonstrate strong problem-solving skills and sound judgment when resolving customer concerns.
• Effectively prioritize workload, manage multiple tasks, and adapt to changing business needs.
• Participate in ongoing training and development to maintain product, process, and system knowledge.
• Maintain professionalism and confidentiality in all customer and company communications.
• Demonstrates reliability, accountability, and consistent attendance.

Responsible for providing exceptional customer service through phone, email, chat, and support tickets. Serves as the primary point of contact for customers and is responsible for resolving routine customer inquiries and order-related requests.

Key responsibilities include:

• Assisting customers with order placement, pricing, product information, and fitment questions.
• Managing customer orders, including tracking requests, shipping quotes, order changes, cancellations, and order expediting.
• Processing returns and warranty requests according to company policies.
• Supporting customers, dealers, marketplace partners, and third-party vendor accounts.
• Resolving customer concerns and order issues while maintaining a positive customer experience.
• Researching and resolving routine order discrepancies, shipping issues, and product inquiries.
• Maintaining accurate customer and order information within company systems.
• Collaborating with internal departments to ensure timely resolution of customer needs.
• Escalating complex issues when appropriate.

SKILLS REQUIRED

• Strong written and verbal communication skills.
• Ability to work independently, manage time effectively, and remain productive in a remote environment.
• Ability to maintain a professional work environment and protect confidential customer and company information.
• Must be available, dependable, and actively engaged during scheduled work hours.
• Strong organizational, problem-solving, and attention-to-detail skills.
• Strong computer skills with the ability to learn and navigate multiple systems and applications.
• Reliable high-speed internet connection capable of supporting phone, video, and business applications.
• Dedicated workspace free from excessive noise and distractions during scheduled work hours.
• Ability to attend virtual meetings, training sessions, and team collaboration activities as required.

PREVIOUS WORK EXPERIENCE

Previous customer service, administrative, or related experience preferred.

PHYSICAL REQUIREMENTS

• Must have 20/20 vision or correction to 20/20.
• Ability to sit for entire shift.

EDUCATIONAL REQUIREMENTS:

High school diploma or GED.

ADDITIONAL QUALIFICATIONS