{"id":1148823,"url":"https://alion.io/job/sourcefit-customer-service-specialist","title":"Customer Service Specialist","company":{"id":50085,"name":"Sourcefit","domain":"sourcefit.com","url":"https://alion.io/company/sourcefit","size_band":"51-200","is_staffing_agency":true,"is_intermediary":false,"ats_vendor":"Breezy","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9500,"max_usd":23000,"period":"year","method":"role_country_seniority_unknown","sample_n":16},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":false}],"status":"live","first_seen_at":"2026-09-23T15:04:18Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T12:46:27Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Overview\nOur client is a US-based company specializing in custom mirror frame kits designed to transform standard mirrors into stylish design features. The company serves both direct-to-consumer and business customers and is looking for Customer Service Specialists to provide exceptional support throughout the customer journey.\nThe Customer Service Specialist will assist prospective and existing customers with product selection, measurements, ordering, installation, troubleshooting, and order follow-up in a high-volume, multi-channel customer service environment. This role is focused on providing helpful, accurate, and empathetic customer support rather than hard selling or upselling.\nThe ideal candidate is a strong communicator who can patiently guide customers through the ordering and installation process, particularly when customers need assistance understanding measurements or completing their orders.\n\nJob Details\nWork set up:\nOnsite\nSchedule:\nMonday to Friday | 9:00 AM to 6:00 PM | Eastern Time (with possibility of transitioning to weekend coverage/work)\nHoliday: 10 paid holidays per year (combined US and PH holidays to be discussed)\n\nResponsibilities\nRespond to customers through phone, email, SMS, chat, and voicemail in a prompt, professional, and empathetic manner. \nDevelop strong knowledge of the company's products, measuring requirements, installation guidelines, policies, and procedures. \nGuide customers through product selection, measuring, ordering, and installation. \nExplain measurement requirements and assist customers with entering their measurements accurately. \nAnswer customer questions related to products, orders, shipping, measurements, and installation. \nMake outbound follow-up calls to customers regarding missing measurements, photos, approvals, and other information needed to move orders forward. \nReview measurements, photos, order history, and customer communications to identify issues and determine appropriate next steps. \nResearch and process customer orders using relevant e-commerce and order management systems. \nTroubleshoot product, order, shipping, measurement, and installation concerns. \nMaintain accurate documentation of customer interactions and follow customer issues through resolution. \nTake ownership of customer concerns and escalate issues appropriately when needed. \nFollow up with prospective customers who have contacted the company but have not yet placed an order. \nAssist customers through the ordering process and help them feel confident about completing their purchase. \nSupport customer conversion by guiding customers through the measurement-entry and ordering process rather than using hard-selling or upselling techniques. \nCoordinate with internal departments as needed to resolve customer and order-related concerns. \nManage multiple customer inquiries and priorities while maintaining accuracy and quality of service. \n\nQualifications\nPrevious customer service experience is required. \nExceptional written and verbal English communication skills. \nStrong empathy, patience, and customer service orientation. \nConfident and professional when communicating with customers over the phone. \nAbility and willingness to learn detailed product information and apply it accurately. \nStrong problem-solving, critical-thinking, and attention-to-detail skills. \nAbility to guide customers through processes and explain information clearly and patiently. \nComfortable assisting customers with purchasing decisions without using aggressive sales techniques. \nProactive, organized, resourceful, and dependable. \nAbility to manage multiple priorities and work efficiently across different systems. \nComfortable working in an onsite environment and collaborating with a team. \nE-commerce, retail, home improvement, or order-management experience is preferred. \nExperience working with product measurements or guiding customers through measurements is an advantage but not required. \nComfortable working with measurements, fractions, and basic calculations to accurately assist customers with measurement-related questions and orders. \nComfortable working toward customer service quality, responsiveness, and productivity expectations/KPIs. \nFamiliarity with customer service and e-commerce platforms such as Aircall, Shopify, NetSuite, and Gorgiasis preferred but not required. \n\nMust be comfortable learning new systems and processes quickly.","description_format":"text","description_chars":4423,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-09-23T16:46:50Z"}],"liveness":{"score":54,"band":"ok","label":"Likely open","p_open":1,"p_active":0.542,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:0","agency","velocity","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sourcefit-customer-service-specialist","json_url":"https://alion.io/job/sourcefit-customer-service-specialist.json","meta":{"generated_at":"2026-09-24T13:26:43Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}