Custom Spaces Customer Service Specialist

Overview

The Custom Closets Customer Service Specialist is responsible for daily communication with customers, stores, Market Customer Spaces Sales Manager, and both employee and third‑party installation coordinators and installers. The role manages information flow between all parties involved in the installation process, including Outside Sales Design Consultants, the Central Design Team, and the Customer Solutions Department (CSD). This is a full‑time, hourly, non‑exempt position located on site in Elmhurst, IL;

candidates must reside within a commutable distance.

• Ensure the customer’s installation is completed on the first visit by facilitating communication between customers, stores, and installers with a focus on the customer experience.
• Resolve installation issues timely via phone and email with installers and stores.
• Collaborate with team members and supervisors to assist customers efficiently.
• Use call logs and emails to communicate with stakeholders when issues occur prior to or during installation.
• Collect all pertinent information from callers to create effective and concise incident descriptions.
• Update Salesforce promptly and keep stakeholders informed throughout the process.
• Adjust installation orders for changes in price, schedule, or designs when applicable.
• Maintain product knowledge of all custom closets systems and related components.
• Collect and process installation fees with customers as needed while keeping confidential/sensitive company and customer information secure.
• Provide Certificates of Insurance to involved parties for employee installer markets and facilitate the process for third‑party markets, based on customer building requirements.
• Stay aware of current and upcoming sales promotions.
• Communicate installation survey results to third‑party contractors.

• High school degree and previous customer service experience required; retail experience a plus.
• Professional written and oral communication skills, strong problem‑solving ability, and ability to work with people at all levels inside and outside the organization.
• Strong computer skills with proficiency in Outlook, Word, and experience with Excel.
• Flexibility to work scheduled hours and potential overtime based on changing business needs.
• Strong attention to detail and organizational skills; able to prioritize mission‑critical tasks quickly.
• Positive attitude, passion for learning, and flexibility.
• Make strategic and effective decisions in the best interest of customers and the company.
• Ability to work within and exemplify The Container Store brand, which is described as matchless, fun, authentic, team‑focused, and life‑changing.

• Rewarding pay: $22.00–$24.00 per hour.
• Competitive health, dental, and vision plans.
• 401(k) retirement savings plan with optional investment guidance offered through Fidelity.
• Convenient access to benefits information and company updates through the 1equals3 website.
• Competitive sick pay and PTO plan.

• Basic life, disability, accident, critical illness, hospital indemnity, and flexible spending (FSA) insurance options.
• Parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program.
• Paid holidays, gym membership discounts, and a qualified transportation benefits program.
• Employee discounts on products, custom spaces, services, gift cards, and pet insurance.
• Recognition through service awards and retirement gifts; celebration of core principles and daily contributions.
• Employee Resource and Affinity Groups to support diversity and community involvement.

The Container Store promotes a smoke‑free, drug‑free environment and is an equal opportunity employer compliant with the Americans with Disabilities Act.