Customer Service Representative - Full-Time

THIS POSITION IS NOT REMOTE

Palmetto Moon is a rapidly growing specialty apparel, accessories, home and gifts retailer celebrating the Southern lifestyle.  A company that is Southern at heart, Palmetto Moon’s focus is on relentless customer service and a premium assortment, with stores carrying countless affordable gifts and a wide selection of collegiate gear and lifestyle brands, including Vineyard Vines, YETI, Chubbies, Southern Marsh, Simply Southern, Hey Dude, Old Row, Costa, Rainbow Sandals and many more.

The Customer Service Representative (CSR) reports to the Customer Service/Operations Manager and is primarily responsible for supporting customer service inquiries through palmettomoononline.com and our customer service phone number. This position serves as the first point of contact for customers and includes handling inquiries, resolving issues, and ensuring every interaction leaves a positive impression of Palmetto Moon. This position is full-time and can require weekends and extended hours during peak business periods.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat and/or social media
• Resolve product or service issues by clarifying the customer's concern, determining the cause, and providing the best solution
• Process orders, returns, exchanges, and account update accurately
• Maintain detailed records, of customer interactions, transactions, and feedback in the CRM system
• Escalate complex issues to the appropriate department or supervisor when necessary
• Follow communication scripts and company policies while adapting tone to individual customer needs
• Meet or exceed individual and team performance metrics (response time, resolution rate, customer satisfaction stores)
• Identify and report recurring customer issues or trends to help improve products/services
• Stay up to date on product knowledge, promotions, and policy changes
• Collaborate with team members and other departments to ensure a seamless customer experience

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree preferred
• 1 years of customer service, call center or related experience preferred
• Excellent verbal and written communication skills
• Strong problem-solving skills and attention to detail
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Proficiency with computers, CRM software, and Microsoft Office/Google Workspace
• Ability to work flexible hours, including evenings, weekends, or holidays as needed during peak seasonal periods
• Must be able to bend, twist, stoop, reach, climb ladders and lift up to 20 pounds.

Work Environment

• Standard business hours with occasional need for flexibility during peak times.
• Ability to sit at a desk for extended periods of time (up to 8 hours per shift).
• Manual dexterity to operate a computer and other office equipment (keyboard, mouse, headset, etc.).
• Ability to view computer screens for extended periods.
• Ability to bend, twist, stoop, reach, climb ladders.
• Lifting may occasionally be required up to 25 lbs.
• With or without reasonable accommodation.