Reports to: Director of Operations

Job Summary

As a Customer Service Specialist based at our Head Office, you are the primary point of contact for customers across all communication channels: phone, email, website inquiries, Google reviews, and social media. Your mission is to provide timely, accurate, and empathetic support, whether customers are seeking information about services, pricing, or store locations, or expressing concerns about past experiences.

In this role, you will track, escalate, and follow up on every inquiry until a satisfactory resolution is delivered. While most interactions are remote, you will occasionally welcome customers or suppliers visiting the Head Office, ensuring a professional and helpful experience. You will act as a bridge between customers and internal teams, maintaining the high standards of our national brand.

Tasks And Responsibilities

• Support and guide customers throughout their interactions with our brand
• Respond to inquiries across all channels: phone, email, website forms, Google reviews, and social media, ensuring clarity and accuracy
• Handle questions about services, pricing, timelines, and product options
• Address complaints and negative experiences with empathy, documenting and following up until fully resolved
• Track, escalate, and coordinate customer concerns with internal teams (District Managers, Store managers, Head Office or Warehouse)
• Maintain consistent communication with customers, keeping them informed at every stage
• Welcome and assist visitors at Head Office, ensuring a professional and supportive experience
• Contribute to process improvements and share insights on common customer issues
• Prepare and maintain weekly and monthly customer service reports, analyzing trends, recurring issues, response times, and resolution outcomes to support data-driven decision-making

Qualifications

• Experience in customer service, retail, or client support (1+ year preferred)
• Can manage a high volume of inquiries daily with professionalism
• Demonstrates empathy, patience, and problem-solving skills
• Works well independently, but is also a team player
• Is detail-oriented, organized, and technologically capable
• Thrives in a fast-paced, multi-location retail environment
• Is fluent in English (verbal and written).
• Is professional, reliable, accountable, and dedicated to creating positive customer experiences

Stitch It is committed to creating an inclusive, accessible work environment. We are an equal opportunity employer and welcome applications from individuals of all abilities.

Accommodations are available upon request throughout the recruitment and selection process.

If you require any accommodation, please contact us  and we will work with you to meet your needs.