Customer Care Specialist

About Surya Inc. Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.'s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold + Bob Williams, Livabliss, and RST Brands. Surya Inc.

has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times.

Surya is seeking a Customer Care Professional who is passionate about delivering exceptional service and building long-term customer loyalty. Our Customer Care team plays a critical role in processing orders and resolving customer inquiries through phone and email support.

This role is ideal for someone who thrives in a collaborative team environment, enjoys problem-solving, and consistently exceeds customer expectations by providing reliable, responsive, and resourceful service. You will become a Surya subject matter expert, supporting customers with product knowledge and internal processes.

Our Customer Care leadership team is caring, supportive, and fully invested in your success.

• Handle customer inquiries via phone and email with professionalism and empathy
• Process customer orders accurately and efficiently
• Verify account information on all customer interactions
• Create and manage tickets for each customer contact
• Greet customers warmly and clearly identify the purpose of their call
• Educate customers on navigating and using the  website
• Provide accurate and detailed product and service information
• Recommend alternative solutions when customers are considering cancellation
• Document customer interactions and update accounts as needed
• De-escalate and resolve upset or frustrated customers
• Escalate recurring or complex issues to the appropriate supervisor
• Share insights and recommendations for process improvements with leadership
• Develop and maintain expert-level knowledge of Surya products and internal processes

• Exceptional customer service and communication skills
• 2+ years of customer service experience
• Strong problem-solving and critical-thinking abilities
• Ability to work effectively in a team-oriented environment
• Exceptional attention to detail
• Proficiency in Microsoft Office (Excel, Outlook, Word)
• Experience with order entry and ticketing systems
• Ability to adapt to change and learn new processes quickly
• Demonstrated ability to balance customer satisfaction with business needs

• Coursework toward an advanced degree in a related field
• 2+ years of phone-based customer service experience
• Experience contributing to process improvement initiatives