Remotehey

Primary Title (standardized): Remote Customer Service Representative

A consumer retail e-commerce business operating in the floral & gifts sector. We sell curated floral arrangements, seasonal gifting solutions, and subscription products through online channels and partner marketplaces. The role supports a fast-moving, customer-first commerce environment where speed, empathy, and accuracy drive repeat business.

About the company: ROSES ON THE VINE is a growing direct-to-consumer floral and gifting brand focused on exceptional customer experiences, reliable delivery, and beautiful presentation.

Role & Responsibilities

• Handle high-volume inbound customer interactions via phone, email, and live chat—deliver accurate answers and timely resolutions.
• Process orders, adjustments, refunds, and returns in the order-management system while maintaining data accuracy in the CRM.
• Diagnose delivery and product issues, coordinate with fulfillment and logistics teams, and escalate complex cases to supervisors.
• Document customer interactions clearly and follow standardized workflows to meet SLA and quality targets.
• Support promotions, subscription changes, and upsell opportunities aligned with sales and retention goals.
• Contribute to continuous improvement by sharing recurring customer feedback and recommending process improvements.
  
  

Skills & Qualifications

Must-Have

• Zendesk
• Salesforce
• Gorgias
• Shopify
• RingCentral
• Microsoft Excel
  
  

Preferred

• Experience with omnichannel support platforms
• Bilingual French/English support
• Familiarity with e-commerce fulfillment tools
  
  

Qualifications

• Previous 1+ year experience in a call center, contact center, or e-commerce customer support role preferred.
• Excellent written and verbal English; bilingual (French/English) strongly preferred for Canadian markets.
• Reliable Canadian home-based workspace with high-speed internet and a noise-cancelling headset.
• Ability to work flexible shifts, including evenings, weekends, and statutory holidays as required.
• Right to work in Canada (citizen, permanent resident, or valid work authorization).
  
  

Benefits & Culture Highlights

• Fully remote role with flexible scheduling and location independence.
• Inclusive, customer-centric culture focused on learning and growth.
• Opportunities for internal promotion into supervisory and operations roles.
  
  

If you thrive in a fast-paced e-commerce environment and enjoy turning service moments into loyal customer relationships, we want to hear from you. Please apply with your resume and a short note describing your remote customer service experience and availability.

Skills: microsoft excel,shopify,zendesk,salesforce