Customer Service Specialist

About Dutch Crafters

Headquartered in Sarasota, FL, Dutch Crafters is the leading retailer of Amish furniture, offering handcrafted, custom pieces online and in showrooms in Sarasota and Alpharetta, GA. Since 2003, we have partnered with skilled Amish woodworkers across Ohio, Pennsylvania, and Indiana to bring heirloom-quality furniture to our customers. Our collaborative team lives our core values - Community, Authenticity, Giving, Excellence, and Sustainability - creating a culture of innovation, recognition, and growth.

Why Work Here?

Dutch Crafters has received numerous awards including Sarasota-Manatee's Top Workplaces , Furniture Today's Best Places to Work , Furniture Today's Empowering Women Award in 2023, and Inc. 5000's fastest growing companies for six years. Our culture fosters opportunity for growth with 10 of our current 11 management staff having been promoted from within the company. We take our jobs seriously while also creating a fun and casual environment.

You can see what our employees have to say about us on Indeed and Glassdoor.

Job Description

We are hiring a full-time Customer Service Specialist to support our customers nationwide. As part of our post-sales team, this role focuses on delivering exceptional customer service through clear, helpful communication and problem-solving. Acting as the first point of contact, the specialist resolves issues, answers questions, and represents our brand with care and professionalism.

Primary Responsibilities

• Answer customer inquiries to ensure timely and accurate responses, build trust, and maintain customer satisfaction.
• Manage claims by properly identifying the issue, problem-solving to determine a mutually beneficial solution, and maintaining consistent communication with the customer throughout the process.
• Contact customers to collect payments, helping to ensure their furniture is delivered in a timely manner and accounts stay current
• Review and approve customer service-related invoices for accuracy while supporting operational efficiencies.
• Address negative feedback from customers to resolve issues, rebuild trust, and improve overall service quality.
• Collaborate with the Product Management Team to ensure website accuracy and enhance customer experience.
• Consistently achieve performance metrics, reflecting efficiency and commitment to delivering quality a quality experience.
• Propose enhancements to systems and processes that drive innovation, support continuous operational improvement, and reduce recurring problems.

Qualifications

• 1+ year of prior customer service experience
• A warm, professional, phone presence
• Ability to go above and beyond to ensure an exceptional customer experience
• Advanced organizational skills, detailed-oriented and thorough
• An efficient self-starter who learns new concepts easily
• Competency with Office 365, internet navigation, and databases
• High school diploma is required. Associate or bachelor's degree preferred.

Physical Environment

As a Customer Service Specialist, you will primarily work in a professional office environment. This role involves:

• Sitting at a desk for extended periods (up to 8 hours a day)
• Viewing a computer monitor for most of your shift
• Answering and making telephone calls using a headset
• Working in a shared space that can sometimes be noisy, with other team members on the phone or engaging in conversations.

Compensation & Benefits

Compensation for this role is $20.00 per hour.

Dutch Crafters' benefits package includes health, dental, vision, and life insurance that begins on the first of the month after your first day of employment. We also offer a 401(k) plan with a company match, 16 PTO days after 90 days of employment, and a generous employee discount.

New employees are expected to work onsite for the first six months of employment, then are eligible for a hybrid work schedule, working 3 days in office and 2 days remotely, provide all performance metrics are consistently met.

Hours

This role requires 8-hour shifts, usually Monday through Friday from 8:00 a.m. until 5:00 p.m.

Work Authorization

All candidates must be authorized to work in the United States without sponsorship.

Dutch Crafters is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, or disability. We value diversity as an important corporate resource and seek to build a company that learns to leverage the strengths found in a diverse workforce. We promote an inclusive workplace that celebrates individuality and respects all employees.

Dutch Crafters is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in all phases of the employment life cycle. To request reasonable accommodation, please contact Delinda Smith, Human Resources Coordinator, at .

Background Check

All candidates will be required to submit to a background check prior to an offer of employment being extended. Dutch Crafters believes in a person's ability to learn from their mistakes,…