Customer Service Specialist

Local Crafts is hiring a Customer Service Specialist to support customers across its brands by phone, email, web forms, and live chat. The role focuses on answering product and order questions, resolving customer issues, and creating a consistent, positive customer experience. ResponsibilitiesSupport customers across multiple brands by phone, email, web forms, and live chatProvide knowledgeable, accurate, timely, and friendly responsesUse sound judgment to resolve issues, offer the right solution (such as a replacement, refund, or credit), and escalate when neededAnswer questions about knitting, crochet, and quilting tools, techniques, and patternsUse in-house systems to enter orders, update account details, track shipments, and explain return processesWrite clear, thoughtful responses that reflect our brand voice, knowing that emails and chats may be shared publiclyCollaborate with teammates and other departments to ensure smooth resolution of customer issuesTake on special projects o