Client Service Specialist

Accountabilities:: Serve as the primary point of contact for client inquiries via phone and email, providing warm, professional, and attentive support. Manage approximately 40–60 or more client interactions per shift while maintaining accuracy, responsiveness, and exceptional service quality. Guide clients through product selection, custom floral arrangements, and order placement using a consultative, customer-first approach. Address client concerns promptly, resolve issues in line with established refund, replacement, and resolution guidelines, and escalate complex cases to the Team Lead when necessary. Maintain accurate and detailed records of all client interactions to ensure continuity of service and effective team collaboration. Process orders efficiently using customer relationship management (CRM) and order management systems, ensuring accurate information and smooth order fulfillment. Coordinate deliveries carefully, aligning schedules with client expectations and operational capacity. Collaborate with florists, shops, dispatch teams, and internal colleagues through communication tools to ensure seamless operations and consistent service delivery. Meet established quality, response time, and customer satisfaction targets while maintaining a consistent, professional brand voice. Manage first-line escalations with sound judgment, composure, and a solutions-oriented mindset. Work independently in a fully remote environment, demonstrating accountability, organization, and effective decision-making. Requirements: At least 4 years of experience in customer service, client relations, luxury retail, hospitality, or another high-touch service environment. A bachelor's degree is preferred but not required. Excellent written and verbal communication skills, with the ability to deliver polished, professional responses across multiple channels. Proven ability to manage high volumes of customer interactions while balancing competing priorities and maintaining service quality. Strong attention to detail, organizational skills, and reliable follow-through when handling orders, customer records, and delivery arrangements. Experience managing customer escalations, resolving problems in real time, and remaining composed under pressure. Familiarity with CRM platforms such as Zendesk, point-of-sale (POS) systems, and productivity tools such as Microsoft Office, Google Workspace, and Slack. A collaborative mindset, a strong commitment to service excellence, and the ability to uphold premium brand standards. The ability to work independently, exercise sound judgment, and adapt to a fast-paced, customer-focused environment. Availability to work an 8-hour shift scheduled between 7:00 AM and 8:30 PM Pacific Time, Monday through Friday, plus one rotating weekend shift per month. A stable, high-speed internet connection, a dedicated and quiet workspace, a working laptop compatible with required systems, and a professional-quality headset for clear phone communication. Previous knowledge of floral products or arrangements is an advantage but is not required. Benefits: Competitive hourly compensation: USD $8–$10 per hour. Fully remote work: Perform your responsibilities from your home workspace in Mexico. Contract opportunity: Join a customer-focused team in a specialized, premium retail environment. Structured working schedule: Work an 8-hour shift within the designated Pacific Time operating window, with one rotating weekend shift per month. Professional development: Strengthen your expertise in client relations, customer experience, order management, and service recovery. Collaborative environment: Work closely with florists, dispatch teams, and internal colleagues to deliver a consistently high-quality customer experience.