Custom Closets Customer Service Specialist

Overview

The Custom Closets Customer Service Specialist position is responsible for daily communication with customers, stores, Market Customer Spaces Sales Manager, and both employee and third‑party installation coordinators and installers. This position manages the information flow between all parties involved in the installation process, including the Outside Sales Design Consultants, Central Design Team, and the Customer Solutions Department (CSD). It is a full‑time, hourly, and non‑exempt position located on‑site in Elmhurst, IL.

Candidates must reside within a commutable distance.

Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space, and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with employees, vendors, customers, and communities.

This position focuses on our Custom Spaces team.

• Works to ensure the customer’s installation is completed on the initial visit by facilitating communication between customers, stores, and installers (employee and third‑party) with a focus on the customer experience.
• Resolves installation issues in a timely manner via phone call and email communication with installers (employee and third‑party) and stores.
• Collaborates with team members and supervisors efficiently and effectively to assist customers.
• Utilizes Call Logs/emails to communicate effectively with stakeholders when issues occur prior to or during installation.
• Collects all pertinent information from callers to create effective and concise incident descriptions.
• Updates Salesforce in a timely manner and keeps stakeholders informed throughout the process.
• Adjusts installation orders for changes in price, schedule, and designs when applicable.
• Maintains product knowledge of all custom closets systems and related components.
• Collects and processes installation fees with customer as needed and maintains confidential/sensitive company and customer information.
• Provides Certificate of Insurance to involved parties for employee installer markets and facilitates the process for third‑party markets, based on customer’s building requirements.
• Maintains awareness of current and upcoming sales promotions.
• Communicates Installation Survey results to third‑party contractors.

• High School degree and previous customer service experience required; retail experience a plus.
• Professionally communicates (written and oral), has strong problem‑solving skills and ability to work with people at all levels both inside and outside the organization.
• Strong computer skills: proficiency in Outlook, Word, and experience with Excel.
• Able to work scheduled hours and with potential for overtime based on changing business needs.
• Strong attention to detail and organizational skills, and able to quickly prioritize mission‑critical tasks from low‑priority tasks.
• Flexible, with a positive attitude and passion for knowledge.
• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information.
• Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team‑focused and life‑changing.

We believe in taking care of our team. That’s why we offer a comprehensive benefits package that goes beyond just health insurance.

• Rewarding Pay:
  Starting at $22.00 an hour, up to $24.00 an hour.
• Competitive health, dental, and vision plans to keep you and your loved ones well.
• 401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.
• Unique "1equals3" website for easy access to your benefits information and company updates.
• Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.