Sales & Customer Support Representative (Remote) – Willow Bath & Vanity

**Company Overview** At Willow Bath & Vanity, we specialize in luxury bathroom vanities and bathroom furniture, serving homeowners, interior designers, contractors, and trade professionals across the United States. We pride ourselves on delivering exceptional customer service, product expertise, and a premium shopping experience. We are looking for a motivated and customer-focused Sales & Customer Support Representative to join our growing team. **Position Overview** This role combines inbound sales, customer support, and account management. You will be responsible for assisting customers via phone, email, SMS, and live chat, helping them select products, providing order updates, resolving issues, and supporting trade program inquiries. The ideal candidate is highly organized, confident on the phone, detail-oriented, and comfortable working in a fast-paced eCommerce environment. **Responsibilities** *Sales* 1. Handle inbound sales inquiries via phone, email, chat, and SMS. 2. Recommend appropriate vanity collections, sizes, finishes, and countertop options. 3. Generate and follow up on quotes and estimates. 4. Convert leads into sales through consultative selling. 5. Follow up with abandoned carts, open quotes, and warm leads. 6. Assist customers with trade program applications and inquiries. *Customer Support* 1. Provide order status updates and shipping information. 2. Coordinate with freight carriers regarding deliveries and appointments. 3. Resolve customer concerns regarding products, deliveries, damages, and warranty claims. 4. Manage support tickets and CRM records accurately. 5. Escalate complex issues to management when necessary. *CRM & Administrative Tasks* 1. Maintain detailed customer notes within CRM systems. 2. Update opportunities and pipelines. 3. Follow company SOPs for lead management and customer communication. 4. Assist with basic data entry and reporting tasks. *Must Have Requirements* 1. Excellent spoken and written English. 2. Minimum 2 years of customer service, sales, or call center experience. 3. Strong phone communication skills. 4. Experience using CRM systems. 5. Ability to multitask while handling multiple conversations. 6. Stable high-speed internet connection. 7. Quiet professional work environment. 8. Reliable computer and headset. 9. Noise Canelling Headphones *Preferred* Experience with: 1. Shopify 2. GoHighLevel (GHL) 3. QuickBooks 4. Zendesk, Gorgias, or similar ticketing platforms 5. Furniture, home improvement, cabinetry, kitchen & bath, or construction industries *Schedule* Full-Time 1. 40 Hours Per Week 2. Monday – Friday 3. Must be available during U.S. Eastern Time business hours *Performance Expectations* --The successful candidate will be measured on: 1. Lead response time 2. Customer satisfaction 3. Quote-to-sale conversion rate 4. Ticket resolution quality 5. CRM data accuracy 6. Attendance and reliability *Compensation* 1. Competitive hourly rate based on experience 2. Performance bonuses available 3. Long-term opportunity with room for growth 4. Application Instructions *Please include:* 1. Your resume. 3. A short introduction about your sales and customer service experience. 4. A voice recording (1–2 minutes) introducing yourself. 5. Details of any experience with Shopify, GHL, QuickBooks, or similar platforms. 6. Your availability during U.S. Eastern Time hours. *We're looking for someone who:* Enjoys talking to customers. Can confidently handle both sales and support conversations. Is highly organized and detail-oriented. Learns products quickly. Takes ownership of customer issues until they are resolved. Wants a long-term position with a growing company.