Customer Service Representative

Position Summary

We are seeking a motivated, customer-focused Customer Service Representative to join our Customer Success team. The ideal candidate is friendly, empathetic, detail-oriented, and passionate about delivering exceptional customer experiences. This role requires strong communication, problem-solving, and multitasking skills, along with a commitment to resolving customer concerns efficiently and professionally.

Who We Are

Our goal is to make a difference for those who are making a difference. Since 2001, the DollarDays team has served leading nonprofits, schools, and philanthropic organizations by providing critically needed wholesale goods to help accomplish great missions.

Through friendly, informed support and partnerships with like-minded organizations, DollarDays provides community heroes with the resources they need—and, more importantly, dignity to those who need it most.

What You'll Do

The Customer Service Representative is responsible for providing exceptional support to customers through phone, email, and chat. This role focuses on answering questions, resolving order-related concerns, and ensuring every customer interaction is positive, professional, and solution-oriented.

The representative will work closely with internal teams, including Sales, Merchandising, Operations, and warehouse partners, to resolve customer issues, monitor orders, and provide timely updates.

The ideal candidate will demonstrate a customer-first mindset, take ownership of customer concerns, and proactively identify opportunities to improve the customer experience.

Primary Job Duties & Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Provide friendly, empathetic, and solution-oriented customer service.
• Assist customers with order status, tracking, shipping delays, returns, refunds, and product questions.
• Take ownership of customer concerns, ensuring timely resolution and consistent follow-through.
• Proactively communicate order updates, delays, and potential issues to customers.
• Coordinate with internal departments, warehouses, and shipping carriers to resolve order-related concerns.
• Maintain accurate customer records, document interactions, and update cases within internal systems.
• Efficiently navigate multiple systems, including CRM software, phone and chat applications, email, and web-based tools.
• Build positive relationships with customers and internal team members.
• Identify recurring customer concerns and escalate complex issues to leadership when appropriate.
• Meet established customer service performance goals, including response times, resolution rates, customer satisfaction, and productivity.
• Participate in ongoing training and contribute ideas to improve customer service processes.
• Demonstrate professionalism, accountability, and a positive attitude in all interactions.
• Perform other duties as reasonably assigned.

Qualifications & Skills

• Previous customer service experience preferred, ideally in an e-commerce, retail, or order fulfillment environment.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a customer-first approach.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Comfortable using multiple computer applications and learning new systems.
• Ability to remain calm, professional, and empathetic when handling challenging situations.
• Strong teamwork skills and willingness to collaborate across departments.
• Dependable, self-motivated, and committed to delivering a positive customer experience.

What Success Looks Like

• Customers receive timely, friendly, and accurate assistance.
• Customer concerns are resolved efficiently with minimal follow-up needed.
• Orders and service issues are monitored proactively to prevent unnecessary delays.
• Customer interactions are accurately documented.
• Customer satisfaction and service performance goals are consistently met.
• Customers feel valued, supported, and confident in choosing DollarDays as their trusted partner.

At DollarDays, every customer interaction is an opportunity to support organizations making a difference in their communities. We are looking for someone who shares that commitment and takes pride in providing exceptional service.