Note: The job is a remote job and is open to candidates in USA. Allegiance Flag Supply is an American flag manufacturer committed to quality craftsmanship, customer service, and American jobs. The Customer Service Representative will support customers across multiple channels, resolve issues efficiently, use AI and automation tools, maintain accurate documentation, and help improve customer experience processes and resources.
Responsibilities
- Deliver exceptional customer experiences: Assist customers across phone, email, chat, social, and other support channels with warmth, professionalism, and confidence
- Own the resolution: Take customer issues from question to solution whenever possible, using the information and resources available to minimize unnecessary back-and-forth
- Work efficiently: Manage a steady volume of customer conversations while balancing speed, accuracy, quality, and customer satisfaction
- Use good judgment: Know when you can confidently solve something, when you need to dig deeper, and when an issue truly needs to be escalated
- Follow processes with precision: Use documented policies, workflows, and customer and order information to make accurate decisions without overlooking important details
- Work alongside AI and automation: Use AI-powered tools, automation, macros, and workflows to work smarter and faster while knowing when human judgment and a personal touch matter most
- Stay organized and accountable: Prioritize your workload, maintain clear documentation, follow through on commitments, and communicate proactively
- Become a product and process expert: Build a strong understanding of our products, policies, systems, and customer experience standards
- Help us get better: Notice recurring questions, customer friction, and process gaps and bring forward observations and recommendations for how we can improve
- Strengthen our knowledge: Help keep internal and customer-facing resources accurate, useful, and up to date
- Support the team: Collaborate, share knowledge, and jump in where needed, especially during our busiest seasons
Skills
- 1–3 years of customer service experience , preferably in e-commerce, retail, hospitality, software support, or another fast-paced customer-focused environment
- Ownership and follow-through: When something is yours, you see it through and communicate when something gets in the way
- Growth mindset: You're open to feedback, willing to learn, and able to apply what you've learned the next time
- Independence and collaboration: You're comfortable working autonomously but know when to pull in a teammate or ask for help
- Composure: You can stay level-headed through difficult customer conversations, changing priorities, and high-volume periods
- Strong communication skills: You communicate clearly and confidently, both in writing and conversation, and know how to adjust your approach based on the customer and situation
- Problem-solving ability: You're resourceful, curious, and comfortable looking for answers and working through challenges
- Judgment & decision-making: You use available information and established guidelines to make confident, thoughtful decisions, knowing when to act independently and when to escalate
- Attention to detail: You catch the small things and take pride in getting orders, refunds, replacements, returns, and documentation right
- Efficiency and organization: You can manage multiple conversations and priorities while meeting expectations for productivity, responsiveness, quality, and customer satisfaction
- Tech adaptability: You're comfortable learning new systems and working alongside AI, automation, macros, workflows, and knowledge tools
- You'll need a reliable internet connection and a distraction-free workspace that allows you to be fully engaged during working hours and virtual meetings
- Experience with Gorgias, Shopify, ShipStation, or similar e-commerce/customer support platforms is a plus, but not required
Benefits
- Primarily remote work with local connection and flexibility for candidates in the Charleston, SC area or within a few hours of the North Charleston facility
- Opportunities to learn new skills, take on new challenges, and grow your career
- Company events, team meetings, training, and other opportunities to connect in person
- Medical, dental, vision, and life insurance
- 401(k) with company matching
- Paid time off
- Parental leave
Company Overview