Customer Service Representative

Copper Smith is a custom metalwork platform specializing in handcrafted range hoods, bathtubs, sinks, tables, and architectural products. Through premium materials, skilled craftsmanship, and exceptional service, Copper Smith creates one‑of‑a‑kind products tailored to each client’s vision.

A highly motivated Customer Service Lead to help oversee and elevate the customer experience throughout the entire customer journey. This role will support customers, manage service‑related communication, assist with escalated concerns, and help ensure a thoughtful, professional, and solution‑oriented experience across every touchpoint.

This role is ideal for someone who is organized, energetic, technology‑driven, and passionate about customer experience while supporting a high‑performing team. You’ll work closely with sales, operations, and production teams to communicate company capabilities and policies, resolve customer concerns, improve service workflows, and help strengthen long‑term client relationships.

We are looking for someone who thrives in a fast‑paced environment, enjoys solving problems, and wants to grow within a premium brand focused on innovation, customer experience, and operational excellence.

• Help oversee the day‑to‑day customer service experience and support customer communication across multiple channels
• Handle customer inquiries, concerns, and escalated service situations professionally and efficiently
• Communicate company capabilities, timelines, policies, and resolutions clearly and professionally
• Support customers with order‑related questions, updates, warranty requests, and service needs
• Help reduce customer friction through proactive communication and thoughtful problem solving
• Monitor and maintain accurate customer records and communication within CRM systems
• Coordinate closely with sales, operations, logistics, and production teams to ensure a smooth customer experience
• Help identify recurring customer concerns and contribute ideas to improve workflows and service quality
• Support online reputation management and customer satisfaction initiatives
• Utilize software, AI tools, and operational systems to improve communication and efficiency
• Learn product knowledge, processes, and industry terminology to better support customers

• Strong communication and customer service skills
• Highly motivated, organized, and detail‑oriented
• Comfortable working with CRMs, software platforms, computers, and modern technology
• Strong follow‑up skills and ability to manage multiple conversations simultaneously
• Ability to work well within a fast‑paced, high‑performing team environment
• Professional, calm, and solution‑oriented mindset
  
  Strong problem‑solving and conflict‑resolution abilities
• Willingness to learn, be trained, and continuously improve
• Experience in customer service, account management, operations support, or client communication preferred
• Experience handling escalated customer concerns is a strong plus
• Knowledge of construction, appliances, interior design, architecture, manufacturing, or luxury home products is preferred
• Interest in AI tools, automation, and modern business technology is a plus

• $27.50 - $32.50 hourly DOE
• Competitive benefits package
• Performance‑based growth opportunities
• Promotion potential within a growing company
• Hybrid work schedule with remote flexibility
• Opportunity to work alongside a world‑class team of high performers
• Exposure to modern software systems, AI tools, and operational technologies
• High‑impact role within a fast‑growing premium brand