Customer Service Specialist

Role:
Customer Service Specialist

Department:
Customer Experience

Reports To:

Operations Manager

Employment Type:

Full-Time

FLSA Status:
Non-Exempt

Rate: $27-$30 based on relevant experience and qualifications

The Customer Service Specialist will support Gardenheir’s customer service efforts across both our online and in-store channels. This role is responsible for delivering a warm, knowledgeable, and consistent customer experience — whether responding to digital inquiries or assisting shoppers on the retail floor. The ideal candidate is a natural communicator who thrives in a people-first environment and takes pride in representing our brand with care and professionalism.

This role will report directly to the Operations Manager.

• Respond promptly and professionally to customer inquiries received via email, chat, and phone
• Assist customers with order status, product questions, returns, exchanges, and general inquiries
• Resolve customer concerns efficiently and escalates complex issues to Customer Service Lead
• Identify recurring issues or feedback trends and communicate them to Customer Service Lead and Operations Manager
• Uphold brand voice and tone standards across all customer communications
• Process, inspect and put away returned merchandise

• Greet and assist in-store customers with a friendly, helpful demeanor
• Provide product knowledge and guidance to help customers find solutions that meet their needs
• Process point-of-sale transactions including sales, returns, and exchanges accurately
• Support visual merchandising, restocking, and maintaining a clean and organized store environment
• Assist with in-store events, promotions, and seasonal displays as needed
• Collaborate with Retail Lead to ensure smooth day-to-day retail operations

• Represent Gardenheir’s values and brand standards in every customer interaction
• Support fulfillment and warehouse operations when needed
• Stay informed on current products, promotions, and company policies
• Contribute to a positive, collaborative team culture

• 2+ year of experience in customer service, retail, or a related role
• Excellent written and verbal communication skills
• Comfort working in both digital and in-person customer-facing environments
• Strong problem-solving skills and a patient, positive attitude
• Basic proficiency with computers, email, and point-of-sale systems
• Ability to work weekends and holidays

• Experience with e-commerce customer service platforms or CRM tools - specifically Shopify, Gorgias, and Loop
• Background in gardening, home goods, or a related lifestyle retail category

This position operates in a dual environment: a retail store setting and a shared workspace for online communications. The role requires regular standing during in-store shifts, the ability to lift up to 30 lbs occasionally, and comfort working in a fast-paced, customer-facing atmosphere. Scheduling may vary based on business needs, including peak seasons.

• Competitive hourly compensation
• Paid time off and vacation policy
• 401K with up to 6% employer matching contribution
• Healthcare reimbursement
• Employee discounts
• A welcoming, community-oriented team culture
• Employee discounts
• Opportunities to grow with a passionate, purpose-driven company

Gardenheir is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.