Customer Service Representative; E-commerce

Customer Service Specialist

At Allegiance Flag Supply, we believe the American flag should be crafted with the same pride, dedication, and craftsmanship that it represents. Our flags are sewn in America using American-sourced materials, supporting American jobs and manufacturing. When you join our team, you become part of a team that takes real pride in the products we make and the customers we serve.

Our Customer Experience team protects that standard.

We're looking for a Customer Service Specialist who genuinely enjoys helping people, solving problems, and getting things done. You'll join a fast-moving, seasonally high-volume Customer Experience team where you'll be trusted to use good judgment, take ownership, and deliver thoughtful, efficient solutions. We embrace technology, AI, and automation to work smarter while keeping great white-glove customer service at the center of what we do.

Location:

Charleston, SC or Regional Remote | Full-Time

Typical Schedule:

Monday–Friday, 9 AM–5 PM ET, with flexibility during peak seasons as business needs required

• Deliver exceptional customer experiences:
  Assist customers across phone, email, chat, social, and other support channels with warmth, professionalism, and confidence.
• Own the resolution:
  Take customer issues from question to solution whenever possible, using the information and resources available to minimize unnecessary back-and-forth.
• Work efficiently:
  Manage a steady volume of customer conversations while balancing speed, accuracy, quality, and customer satisfaction.
• Use good judgment:
  Know when you can confidently solve something, when you need to dig deeper, and when an issue truly needs to be escalated.
• Follow processes with precision:
  Use documented policies, workflows, and customer and order information to make accurate decisions without overlooking important details.
• Work alongside AI and automation:
  Use AI-powered tools, automation, macros, and workflows to work smarter and faster while knowing when human judgment and a personal touch matter most.
• Stay organized and accountable:
  Prioritize your workload, maintain clear documentation, follow through on commitments, and communicate proactively.
• Become a product and process expert:
  Build a strong understanding of our products, policies, systems, and customer experience standards.
• Help us get better:
  Notice recurring questions, customer friction, and process gaps and bring forward observations and recommendations for how we can improve.
• Strengthen our knowledge:
  Help keep internal and customer-facing resources accurate, useful, and up to date.
• Support the team:
  Collaborate, share knowledge, and jump in where needed, especially during our busiest seasons.

• 1–3 years of customer service experience, preferably in e-commerce, retail, hospitality, software support, or another fast-paced customer-focused environment.
• Ownership and follow-through:
  When something is yours, you see it through and communicate when something gets in the way.
• Growth mindset:
  You're open to feedback, willing to learn, and able to apply what you've learned the next time.
• Independence and collaboration:
  You're comfortable working autonomously but know when to pull in a teammate or ask for help.
• Composure:
  You can stay level-headed through difficult customer conversations, changing priorities, and high-volume periods.

• Strong communication skills:
  You communicate clearly and confidently, both in writing and conversation, and know how to adjust your approach based on the customer and situation.
• Problem-solving ability:
  You're resourceful, curious, and comfortable looking for answers and working through challenges.
• Judgment & decision-making:
  You use available information and established guidelines to make confident, thoughtful decisions, knowing when to act independently and when to escalate.
• Attention to detail:
  You catch the small things and take pride in getting orders, refunds, replacements, returns, and documentation right.
• Efficiency and organization:
  You can manage multiple conversations and priorities while meeting expectations for productivity, responsiveness, quality, and…