Customer Service Specialist; Seasonal

The Seasonal Customer Service Specialist is the frontline of our customer experience; the first voice a customer hears when they need help with an order, have a question about a product, or run into an issue they cannot solve on their own. This is a seasonal role that runs through the holiday season, one of the most exciting and fast-paced times of year for our business.

It is a great fit for someone who genuinely enjoys helping people and takes pride in leaving every interaction better than they found it.

Hiring for this position begins in early August and runs through early November, with a week of paid training giving you a solid foundation for the role. This position is open to candidates in the greater Austin area and offers the choice of working on-site at our corporate office or fully from home.

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Primary work location: On-site at 6411 Burleson Road, Austin TX, or fully remote within the greater Austin area. Candidates must be local regardless of work location, as equipment pickup and return are required in person.

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Standard hours: Monday through Friday, 8am to 5pm

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Holiday hours (late November through early January): Monday through Saturday, 8am to 5:30pm

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Schedule note: Hours are assigned based on skill, tenure, and business need. Flexibility to work evenings and Saturdays during the holiday period is expected.

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Remote requirement: High-speed internet via ethernet cable connection and a dedicated, quiet workspace are required for remote work eligibility.

Customer Experience and Contact Handling

• Deliver friendly, efficient, and resolution-focused customer support across assigned channels, with phone as the primary and mandatory channel
• Assist customers with order inquiries, account questions, product information, site issues, and general support needs, documenting contacts accurately and escalating when needed
• Handle email and chat contacts as assigned, maintaining the same quality and professionalism across every channel
• Represent the company with a productive, courteous, and solutions-oriented approach in every interaction

Product and Process Knowledge

• Build and maintain working knowledge of products, promotions, and sales techniques throughout the season, applying that knowledge to improve customer satisfaction and support sales goals
• Stay current on policy and process updates communicated through training and team channels, incorporating changes into daily work quickly and accurately
• Use available tools and resources to find answers efficiently, escalating to team leads when an issue falls outside your scope

Team and Values Alignment

• Operate in alignment with company core values of Commitment, Integrity, and Openness in every customer and team interaction
• Receive and apply coaching and feedback from team leads and quality reviewers regularly, approaching feedback with openness and a genuine commitment to improvement
• Contribute to a positive team environment by showing up consistently, communicating proactively, and supporting teammates during high-volume periods

Required:

• Positive, customer-first attitude with a professional and courteous communication style
• Strong written and verbal communication skills including solid grammar and the ability to write clearly and concisely across email and chat channels
• Demonstrated computer skills including comfort with Microsoft Office Suite and the ability to navigate multiple browser-based tools simultaneously
• Ability to type at least 35 words per minute
• Strong multitasking, problem-solving, and…