Customer Support & Success Specialist

Restorative Industries is a fast-growing company supporting five brands across wood care, manufacturing, education, and service. Built on craftsmanship and operational excellence, we’re seeking a motivated, customer-focused Customer Service & Support Specialist to serve as the welcoming voice and reliable point of contact for our brands. If you want to be a part of something that is doing things differently, understand Day 1 Mentality, Customer Obsession, and 360 Improvement, we want to talk to you.

The Customer Service & Support Specialist plays a vital role in delivering an excellent first impression and maintaining ongoing communication across all customer-facing interactions, such as closing over-the-phone sales, processing Shopify orders, and maintaining strong customer relationships through proactive follow-up and appreciation efforts. This is a high-impact, people-centered position that directly supports our service, logistics, and fulfillment teams —w hile also assisting with inquiries and coordination involving service customers and both potential and active franchisees.

Your work will directly impact customer satisfaction, operational efficiency, and sales performance while supporting multiple brands under Restorative Industries, including Stain & Seal Supply, Stain & Seal Experts, Gopher Wood, and EXPERT Professional Wood Care.

• Handle all inbound communication (calls, emails, messages) promptly and professionally
• Process and manage Shopify orders with speed and accuracy
• Educate and guide customers to close over-the-phone product sales
• Send thank-you cards and make follow-up calls to enhance the customer experience
• Coordinate with the service department to ensure clear customer communication and smooth scheduling
• Collaborate with the logistics team to monitor shipments and resolve delivery issues
• Assist with communication and scheduling needs for potential and active franchisees
• Forward incoming clients to their assigned territory managers when applicable
• Maintain accurate and up-to-date records in CRM and order systems
• Keep the front office clean, organized, and welcoming for customers and team members

• Calls are answered within the first or second ring and handled with care
• All Shopify orders are correct, timely, and efficiently fulfilled
• Customer issues are addressed quickly and documented properly
• Sales are consistently generated from inbound calls, outbound calls, and product inquiries
• Customers feel appreciated through thoughtful follow-up and communication
• Cross-department coordination leads to smoother workflows and fewer errors
• Franchise partners experience professional, timely support
• Clients with assigned territory managers are promptly and properly routed
• The office environment reflects a high standard of professionalism and organization

• Proven experience in a receptionist, inside sales, customer service, or administrative role (phone sales is a plus)
• Strong verbal and written communication skills
• Highly organized and detail-oriented with the ability to multitask
• Confident handling high call volumes and turning inquiries into successful interactions
• Experience using Shopify or similar e-commerce/order fulfillment platforms
• CRM proficiency (Hub Spot, Salesforce, or similar preferred)
• Positive attitude with a genuine desire to help others
• Comfortable working across multiple brands and customer types (retail, service, franchise)
• Able to maintain discretion and professionalism in sensitive or high-pressure situations
• Experience in the home services, wood care, or construction industry
• Familiarity with franchise systems or working with franchise partners
• Prior work in a multi-brand or fast-paced startup environment

You’ll be part of a team that’s building something meaningful—offering top-tier products and services while growing a national network of experts in professional wood care. If you’re passionate about delivering an exceptional customer experience, enjoy wearing many hats, and thrive in a fast-paced environment, we want to hear from you.