Serena & Lily · 11 hours ago
Customer Service Specialist
United States
Full-time
Remote
New Grad, Entry Level
$18/hr - $23/hrSerena & Lily is committed to providing a beautiful home experience through exceptional customer service. The Customer Service Specialist will deliver a luxury level of service, assist customers with inquiries and orders, and ensure a satisfactory resolution to any issues they encounter.
E-CommerceHealth CareHome DecorShopping
Hiring Manager
Katie Morrissey
Responsibilities
Customer Support: Act as the face of the Serena & Lily brand, providing a first-rate customer experience via various channels (phone, email, and live chat) to provide prompt and professional assistance. Respond to inquiries, resolve complaints, provide design consultation, and troubleshoot technical issues effectively. Develop rapport with customers, empathizing with their situations to build brand loyalty
Product Knowledge: Become a Serena & Lily brand advocate by developing a deep understanding of our products and services in order to provide accurate and up-to-date information and design advice to our customers. Stay updated on product features, pricing, promotions, and any relevant changes or updates
Problem Resolution: Investigate and resolve customer issues or complaints in a timely manner. Act as a liaison between the customer and internal departments, ensuring effective communication and a satisfactory resolution for the customer
Order Processing: Process customer orders, returns, replacements, or other post-sale transactions accurately and efficiently. Verify and update customer information, payment details, and shipping addresses as required
Documentation: Maintain accurate records of customer interactions, inquiries, complaints, and actions taken. Utilize customer relationship management (CRM) software or other systems to track and manage customer interactions and follow-up tasks
Customer Feedback: Actively listen to customer feedback, suggestions, or concerns. Identify trends or recurring issues and provide valuable insights to improve products, services, or processes
Quality Assurance: Adhere to established customer service standards and guidelines. Maintain a high level of professionalism, accuracy, and efficiency in all customer interactions. Continuously seek feedback to improve performance and meet or exceed service targets
Qualification
Required
Proven experience in a customer service role or similar position
A passion for delivering exceptional service, demonstrating patience, warmth, empathy, and optimism when dealing with customer inquiries or complaints
Creative problem-solving and critical-thinking abilities
Strong ownership of customer issues and excellent organization and follow-up skills
Ability to multitask, prioritize, and manage time effectively
Comfortable with multitasking through multiple platforms
Proficiency in using customer service software, CRM systems, and other relevant tools
Strong accountability and understanding of metrics based work expectations
Ability to work in a fast-paced, remote environment
Exceptional verbal and written communication skills
Strong command of the English language
Company
Serena & Lily
Serena & Lily brings a sophisticated mix of pattern and color to every room in the house from the nursery to the living room and beyond.
Founded in 2003
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$69.94MKey Investors
ORIX VenturesMDC Ventures
2014-04-07Series Unknown· $42.94M
2013-03-26Series A· $10M
2011-11-09Series Unknown· $12M
Leadership Team
Lori Greeley
CEO
K
Kristy Williams
VP Design
Recent News
2025-06-06
Business Insider
2025-05-06
Company data provided by crunchbase