About Regal Drapes
Regal Drapes is a premier custom window-treatment company proudly crafting high-quality, made-in-the-USA products. We serve customers nationwide with exceptional design guidance, craftsmanship, and service. We are looking for a dedicated Customer Service Specialist to join our team and provide an elevated customer experience across all stages of the order journey.
Position Overview
The Customer Service Specialist will be the primary point of contact for customers, supporting them via phone, email, chat, and virtual consultations. This role includes assisting customers with custom window measurements and installations over FaceTime, coordinating packages for alterations, and supporting both the Sales and Production teams to resolve order issues efficiently.
If you enjoy helping customers, solving problems, and managing details with professionalism and care, this role is an excellent fit.
Key Responsibilities
Customer Support
Serve as the first point of contact for customer inquiries via phone, email, and CRM.
Provide friendly, knowledgeable assistance regarding products, orders, installation, and troubleshooting.
Conduct FaceTime or video call sessions to help customers measure or install custom drapes and hardware.
Offer tailored advice based on window style, ceiling height, hardware type, and fabric selection.
Maintain a calm and solutions-oriented attitude when addressing customer concerns.
Order & Package Management
Receive, track, and process incoming packages for alterations or rework.
Verify contents, log items into internal systems, and ensure proper routing to Production.
Communicate with customers about expected timelines and next steps for alterations.
Cross-Team Collaboration
Work closely with the Sales team to clarify order details, assist with quotes, and provide updates.
Support the Production team by identifying issues, gathering information, and helping resolve order discrepancies.
Communicate clearly across departments to ensure smooth order flow and customer satisfaction.
Administrative & CRM
Use the company CRM to log customer interactions, manage cases, and track order progress.
Maintain organized digital records of customer requests and follow-ups.
Assist with daily inbox management, ensuring timely and professional responses.
Qualifications
Prior experience in customer service, preferably in home décor, interior design, or e-commerce.
Strong communication skills—both verbal and written—with a warm, patient, and professional tone.
Comfortable using video platforms (FaceTime, Zoom, etc.) for real-time customer support.
Ability to read measurements and guide customers through installation processes.
Highly organized with strong attention to detail.
Experience using CRM systems (HubSpot, Salesforce, Zoho, or similar).
Problem-solving mindset and ability to work collaboratively with multiple teams.
Ability to multitask and manage shifting priorities.
What We Offer
Competitive pay
Flexible work environment
Opportunity to grow within a rapidly expanding custom décor brand
Supportive, collaborative team culture
Employee discounts on custom drapery products