Customer Service Representative

About Us At Patio Lane, we're dedicated to transforming outdoor living spaces into havens of comfort and style. As a family-owned company, we pride ourselves on delivering high-quality products and exceptional customer experience. Since 2003, we have been the premium fabric distributor for Sunbrella fabrics and thousands of outdoor performance fabrics and textile supplies catering to the awning, marine, automotive, and contract/hospitality industries. We also specialize in custom quoting and sales for soft goods, ensuring our clients receive tailored solutions that meet their specific needs. As our company continues to grow, we are looking for a passionate and customer-oriented individual to join our team as a Customer Service Representative.

As a Customer Service Representative at Patio Lane, you will play a key role in creating a positive experience for our customers. From answering questions and guiding product selections to resolving issues and ensuring timely follow-ups, you’ll help support every step of the customer journey. You’ll also gather essential project details for customers interested in items like custom cushions or curtains and pass that information along to the sales team. If you're a strong communicator with a problem-solving mindset and a passion for great service, we’d love to hear from you!

· Respond promptly to customer inquiries via phone, email, and live chat.

· Provide accurate information about our products, services, and policies.

· Assist customers with order placements, returns, and exchanges.

· Troubleshoot and resolve customer issues with empathy and efficiency.

· Maintain detailed and accurate records of customer interactions.

· Collaborate with the team to improve processes and enhance customer experience.

· Provide accurate and timely pricing estimates based on customer specifications for all products,

· Other responsibilities may be assigned as needed to support all efforts of the Enterprise.

· Previous experience in customer service or a related field.

· Excellent communication and interpersonal skills.

· Can do attitude with strong problem-solving abilities and a customer-centric attitude.

· Proficiency with computers and customer service software.

· Ability to multitask and manage time effectively.

· Ideal, but not required: some experience with custom quoting for made-to-order products, particularly soft goods related to home decor.

· High school diploma or equivalent.

· Teamwork - balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

· Ethics - treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

· Professionalism - approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

· 401(k)

· Comprehension Health, Vision and Dental insurance

· Paid time off and Holiday Schedule

· Professional development assistance

· P/T Schedule: M-F 12 pm to 5 pm, Saturdays as needed.

If F/T is later offered, it is M-F 9am to 5pm, Saturdays as needed.

· Compensation $17.00 hourly.

At Patio Lane, we embrace the Pura Vida work ethic-a commitment to positivity, balance, and genuine care in everything we do. It reflects in our teamwork, our CUSTOMER RELATIONSHIPS, and the way we show up every day: with integrity, a can-do attitude, and a focus on enjoying the journey as much as the results.

Job Type: Part-time

Pay: From $17.00 per hour

Benefits:

• 401(k)
  
• 401(k) matching
  
• Dental insurance
  
• Health insurance
  
• Paid time off
  
• Referral program
  
• Vision insurance
  

Application Question(s):

• Are you willing and able to work PART-TIME from 12PM to 5PM, Monday through Friday?
  
• What do you know about Patio Lane?
  
• Please describe your previous experience in customer support or a similar role. What does excellent customer service mean to you?
  
• What tools or software have you used for customer support (e.g., Zendesk, 3CX, Salesforce)?
  
• Can you give an example of a time you turned a negative customer experience into a positive one?
  
• How do you prioritize multiple customer inquiries during peak hours?
  
• How do you contribute to a positive and uplifting atmosphere in your workplace?
  
• How do you handle stressful situations where you have multiple customer inquiries in multiple different systems (Multitasking).
  

Education:

• High school or equivalent (Required)
  

Experience:

• Microsoft Office: 2 years (Required)
  
• Customer service: 2 years (Required)
  
• Custom Quoting on Made-to-Order products: 1 year (Preferred)
  

Language:

• English (Required)
  
• any other languages (other than English) (Preferred)
  

Shift availability:

• Day Shift (Required)
  

Work Location: In person