CAPITOL LIGHTING OF EAST HANOVER - Customer Experience Representative

CAPITOL LIGHTING OF EAST HANOVER

Make your future brighter by joining the Capitol Lighting team! Capitol Lighting has been providing our customers with the best service, best experience, and the best variety in lighting brands since we opened our doors in 1924.

We're looking for a Customer Experience Representative to join our team. The Customer Experience Representative (CER) is responsible for providing world class customer support across Capitol Lighting’s ecommerce channels. This role focuses on assisting customers with post-order inquiries, and service-related requests while ensuring accurate, timely, and professional communication. The CER supports daily ecommerce operations and partners with internal teams to ensure a smooth and consistent customer experience. The ideal candidate will proactively engage with customers to resolve concerns, uphold the highest service standards, and collaborate with the showroom team to ensure seamless communication and service delivery.

As a Full-Time Customer Experience Representative, you will enjoy the following great benefits:

• Premier Medical, Dental and Vision insurance
• Paid Vacation and Holidays
• 401(k) Plan

Responsibilities include, but are not limited to

• Troubleshoot and resolve incoming customer service inquiries
• Respond to customer inquiries via phone, chat, and email related to orders, shipping, returns, and account information
• Provide accurate and timely follow-up to internal and external customers on status of orders, including ship dates, backorders, and item availability
• Provide feedback to the company regarding website discrepancies, service failures or customer concerns
• Provide calm, professional support to upset or frustrated customers by actively listening, clarifying concerns, and de-escalating situations in accordance with established service guidelines.
• Ability to maintain a calm & professional demeanor throughout all customer interactions.
• Ability to effectively communicate, verbally and in writing, and willingness to develop these abilities
• Perform additional duties as assigned
• Additional duties as required.

• High school diploma or GED, or equivalent years of experience
• 1 to 2 years experience in customer service, support, or quality assurance roles
• Strong collaboration skills for working with showroom staff and internal teams
• Analytical and problem-solving abilities
• Meticulous attention to detail
• Proficient in CRM software, call center technologies, and quality assurance methodologies
• Self-starter who is highly detail-oriented and an enthusiastic team player
• Excellent interpersonal and communication skills, both written and verbal

EOE