Renovation Brands

Customer Support

• Own customer cases from initial contact through final resolution, ensuring all details are handled accurately and completely
• Manage customer communication across phone, email, and chat while maintaining professionalism and clarity
• Track and follow up on open issues with customers, vendors, carriers, and internal teams
• Investigate and resolve order issues, delivery problems, product questions, and post-sale concerns
• Coordinate across multiple teams and partners to ensure timely and accurate resolution
• Maintain detailed and organized documentation in CRM systems
• Provide proactive updates to customers and ensure expectations are clearly set and met
• Identify recurring issues or trends and escalate insights to leadership for root cause analysis
• Balance multiple active cases while maintaining accuracy, responsiveness, and follow-through
• Meet service expectations while prioritizing quality and completeness of resolution

Customer Service Representative

Account Executive

• Connect with customers via phone, email, video chat, and text to understand their project needs and guide them through the full design and purchasing process.
• Drive sales by building strong customer relationships, overcoming objections, and closing with confidence.
• Execute a high volume of outbound calls, emails, and texts to engage new and existing customers.
• Own and manage a full sales pipeline – from initial inquiry to close – ensuring no opportunity falls through the cracks.
• Proactively nurture leads at every stage of the funnel and follow up with urgency and purpose.
• Meet and exceed individual sales goals and KPIs consistently.
• Leverage e-commerce tools and digital platforms to identify opportunities, track customer behavior, and convert online interest into sales.
• Maintain detailed and accurate customer records in CRM software and follow established SOPs.
• Build a strong book of repeat business through consultative selling and relationship management.
• Collaborate cross-functionally with marketing, operations, and product teams to deliver the best possible customer experience.
• AI usage is expected and encouraged for this role.

Sales Representative

Ecommerce

• Own the eCommerce brand strategy for American Tin Ceilings and Reggio Registers
• Lead Shopify strategy and optimization for ATC and RR
• Drive site UX/UI improvements
• Develop and maintain competitive intelligence
• Serve as the site update point person for execution across all brands
• Partner with manager to monitor core vital metrics across all brand storefronts
• Own newness launches and site optimization initiatives
• Serve as the merchandising team's liaison to SEO/content, performance marketing, operations/inventory, sales, and design teams
• Track and report on key eCommerce performance metrics using PowerBI and Shopify analytics
• Use data to inform merchandising decisions

Customer Service Representative

Sales Representative

Ecommerce Merchandising Manager