Local Crafts

Customer Support

• Support customers across multiple brands via phone, email, web forms, and live chat
• Provide accurate, timely, and friendly responses in a call-center environment
• Answer questions about knitting, crochet, and quilt patterns
• Enter orders and update account details using in-house systems
• Track shipments and explain return processes
• Write clear, thoughtful email responses reflecting the brand voice
• Collaborate with teammates and other departments to resolve customer issues
• Take on special projects or additional tasks as needed
• Learn the product lineup across 7+ brands and practice order entry during onboarding
• Independently resolve common issues including shipping questions, order placement, returns, and promotions
• Handle complex tickets, apply exceptions, and provide researched, personalized responses

Customer Experience Specialist