Customer Service Representative

About Swiss Madison

At Swiss Madison, we are Elevating the Standard of Home Living. From bathroom fixtures to the broader home, our vision is to become a household name by delivering elevated design, guaranteed quality, and affordability. With bold growth ambitions and a clear vision for the future, we’re assembling a team of driven, high-impact leaders who are passionate about building something lasting—transforming our brand into a household name and setting a new standard for home living.

We operate based off of the Entrepreneurial Operating System (EOS) to bring structure, focus, and accountability to our entire organization. EOS provides us with a shared language, a common set of tools, and a results-driven cadence that empowers leaders to take ownership and execute with clarity. This hire will be expected to thrive within this framework and a commitment to living our core values: Ownership, Growth Mindset, Agility, Resourcefulness, and Clarity.

Position Summary

The Customer Service Representative serves as the first point of contact for customers and is responsible for creating a positive and professional impression of the company. This role focuses on delivering an excellent customer experience through professionalism, courtesy, and effective communication. The position requires strong organizational skills, the ability to multitask in a fast-paced environment, and proficiency with computer systems.

Core Responsibilities

Essential Functions

• Answer incoming phone calls from customers regarding product inquiries, shipment confirmations, order status, and installation questions.
• Respond promptly and professionally to customer inquiries via phone, email, and ticketing systems.
• Provide accurate information related to product details, order status, shipping updates, and installation guidance.
• Maintain detailed and accurate case records in Help Scout in accordance with established Standard Operating Procedures for escalation and resolution.
• Collaborate with logistics, warehouse, and sales teams to resolve product or fulfillment-related issues efficiently.
• Assist with order entry and order-related support as needed.
• Manage customer communications through email, supplier channels, and retail platforms such as Amazon, Wayfair, and more.
• Monitor and manage assigned tickets to ensure timely resolution.
• Complete all tickets in assigned queues by the end of each workday.
• Provide clear follow-up dates and timelines when communicating with customers.
• Review pending tickets in assigned queues and follow up with customers when appropriate.
• Deliver exceptional customer service that aligns with company values and customer satisfaction goals.
• Perform additional tasks or special projects as assigned by the Customer Service Manager.
• All other duties as assigned.

Non-Essential Functions

• Demonstrate company values and mission through daily actions and interactions.
• Promote teamwork and contribute to a positive work environment.
• Maintain a proactive, organized approach and the ability to work independently when required.
• Maintain flexibility with work schedules, including holidays or extended hours when necessary.

Qualifications / Skills / Education Requirements

• Strong verbal and written communication skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Customer-focused mindset with the ability to demonstrate professionalism and hospitality in all interactions.
• Patience, tact, enthusiasm, and a positive attitude when assisting customers.
• Basic computer proficiency and data entry skills.

Why Swiss Madison?

• We are redefining what it means to build a home brand—from our design philosophy to how we operate globally.
• You’ll work with driven executives who embody ownership, clarity, and impact.
• You’ll shape not just our product line, but the way our entire brand is experienced across North America and beyond.
• You'll build and lead a lean, effective, and distributed team.

Benefits & Perks

At Swiss Madison, we believe that taking care of our team is just as important as taking care of our customers. We offer a comprehensive benefits package designed to support your health, well-being, and future:

• 401(k) with generous company matching
• Health, dental, and vision insurance
• Health Savings Account (HSA) & Flexible Spending Account (FSA)
• Paid time off to rest and recharge
• Employee assistance program for mental wellness
• Employee discounts on all Swiss Madison products

Our Edison, NJ office features a modern, collaborative workspace with a fully stocked kitchen—filled with snacks, beverages, and all the fuel you need to do your best work.

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• 401(k)
• 401(k) 4% Match
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• What are your Salary Requirements?
• How many years of experience do you have in a high-volume [Call Center/Retail/Email Support] environment?
• Which of the following CRM or Helpdesk tools have you used at a professional level? (e.g., Zendesk, Salesforce, Freshdesk, Shopify).

Work Location: In person