Custom Closets Service Specialist

Overview

The Custom Closets Service Specialist is responsible for daily communication with customers, stores, the Market Customer Spaces Sales Manager, and both employee and third‑party installation coordinators and installers. This role manages the 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). It is a full‑time, hourly, non‑exempt position based on‑site in Elmhurst, IL.

Established in 1978, The Container Store is the leading specialty retailer of storage and organization products in the United States and the only national retailer devoted solely to this category. We provide creative, multifunctional, customizable solutions that help customers save time, save space, and improve the quality of their lives while fostering a culture built around our Foundation Principles.

• Ensure the customer’s installation is completed on the initial visit by facilitating communication between customers, stores, and installers with a focus on the customer experience.
• Resolve installation issues in a timely manner via phone and email communication with installers and stores.
• Collaborate with team members and supervisors efficiently to assist customers.
• Utilize call logs and emails to communicate effectively with stakeholders when issues occur before or during installation.
• Collect all pertinent information from callers to create effective and concise incident descriptions.
• Accountable for the timely and accurate updates to incidents in Salesforce and for keeping all stakeholders informed.
• Confirm the color and version of the space is correct before selling it.
• Adjust installation orders for changes in price, schedule, and designs when applicable.
• Maintain product knowledge of all custom closet systems and related components.
• Collect installation fees as needed.
• Process installation charges for customers on TCS credit cards as needed.
• Provide Certificate of Insurance to involved parties for employee installer markets and facilitate the process for third‑party markets based on the customer’s building requirements.
• Maintain awareness of current and upcoming sales promotions.
• Communicate installation survey results to third‑party contractors.
• Consistently arrive promptly to work the assigned schedule.
• Maintain discretion related to all confidential and sensitive company and customer information.
• Perform all other assigned tasks and duties.

• Rewarding pay, starting at $22.00 an hour, up to $24.00 an hour.
• Competitive health, dental, and vision plans.
• 401(k) retirement savings plan with optional investment guidance through Fidelity.
• Access to the “1equals3” benefits website for easy updates and information.
• Competitive sick pay and PTO to recharge and return refreshed.
• Basic life, disability, accident, critical illness, hospital indemnity insurance, and flexible spending accounts.
• Parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program.
• Paid holidays, gym membership discounts, and qualified transportation benefits.
• Substantial discounts on merchandise, custom spaces, services, gift cards, and pet insurance.
• Recognition through service awards, retirement gifts, and celebration of core principles.
• Participation in Employee Resource and Affinity Groups and community giving initiatives.
• Fun and collaborative work environment that encourages learning, growth, and meaningful impact.

• High School Diploma and experience in a customer service field (retail experience a plus).
• Strong communication and problem‑solving skills with internal and external customers.
• Proficiency in Outlook and Word; knowledge of Excel.
• Committed to working scheduled hours with flexibility for additional hours, including evenings and weekends.
• Knowledge of industry business and passion for following industry trends.
• Professional verbal and written communication at all organizational levels.
• Strong time‑management and organizational skills to manage multiple projects simultaneously.
• Ability to prioritize mission‑critical tasks and focus on value‑added projects.
• Positive attitude, passion for knowledge, and flexibility.
• Attention to detail and ability to work quickly and accurately under pressure.
• Professional demeanor and strong communication with vendor partners.
• Capability to make strategic decisions in the best interests of customers and the company.
• Alignment with The Container Store brand: matchless, fun, authentic, team‑focused, and life‑changing.

The Container Store promotes a smoke‑free, drug‑free environment.

We are proud to be an Equal Opportunity Employer and comply with the Americans with Disabilities Act.