Now Hiring - Worthen Furniture - Customer Service Representative/Inside Sales Representative in Richmond, VA

Full description of the position

Company Overview: Worthen Furniture manufactures and markets custom iron and brass furnishings to affluent consumers as well as interior designers and boutique hospitality target audiences, and seeks to grow each of these audiences, our overall sales, and the customer base within each segment. The successful applicant occupying this role will have direct involvement with Worthen Furniture's brand development and therefore must understand the aesthetic direction of the company. Knowledge of premium trends, visual strategies and fashion tastes as it pertains to the luxury segment is a pre-requisite for this position. Position Summary: The Inside Sales and Service Representative is responsible for delivering exceptional customer service by addressing inquiries, resolving issues, and ensuring a positive experience across all interactions. This role engages with customers to provide product information, process orders, and resolve service requests with professionalism and efficiency. In addition to daily customer support, this position plays a key role in sales operations through lead follow-up and CRM management, and timely coordination of sales activities. The Inside Sales and Service Representative works closely with internal teams to maintain accurate records, support prospecting efforts, and contribute to overall sales goals while ensuring a seamless and responsive customer experience. Key Responsibilities: Customer Interaction & Support * Serve as a primary point of contact for customer inquiries across all communication channels. * Provide accurate information regarding products, services, policies, and order status. * Process customer orders, returns, and exchanges in a timely and professional manner. * Assist with product selection, service questions, and technical support. * Document and track customer interactions and maintain up-to-date CRM records. Sales Support & Coordination * Assist the Sales team with regional prospecting activities as directed, including follow-up from events and digital marketing campaigns. * Monitor inbound leads received via the website and ensure information is accurately recorded in CRM system. * Determine appropriate internal routing for sales lead follow-up and ensure timely handoff. * Maintain accurate lead tracking, status updates, and notes in the CRM. Issue Resolution & Service Quality * Investigate and resolve customer concerns promptly and professionally. * Follow up with customers to confirm resolution and ensure continued satisfaction. * Escalate complex or unresolved issues to appropriate departments or management as needed. * Support continuous improvement by logging service trends and recurring concerns. Communication & Administrative Support * Collaborate with Sales, Production, and Fulfillment teams to meet customer needs. * Communicate clearly and effectively with both customers and internal stakeholders. * Participate in internal meetings and training to stay aligned with current practices. * Prepare service documentation, updates, and reports as requested. Note: The duties listed above are not intended to be all-inclusive. Additional responsibilities may be assigned at the discretion of management. Qualifications & Skills: * High school diploma or equivalent required; additional coursework in business, sales, or customer service preferred. * 2+ years of experience in customer service, sales support, or a related support role preferred. * Strong written and verbal communication skills with a focus on clarity, tone, and professionalism. * Proficiency in CRM systems, Microsoft Office Suite, and other digital tools. * High attention to detail, organizational strength, and follow-through in a fast-paced environment. * Ability to build rapport with customers while managing multiple priorities. * Strong problem-solving and critical thinking abilities to resolve issues quickly and effectively. WORKING CONDITIONS & PHYSICAL REQUIREMENTS This position routinely uses standard office equipment such as computers, laptops, and smartphones. The physical demands described below are representative of those required to successfully perform the essential functions of the job: * Prolonged periods of time using a computer and office equipment. * Ability to maintain concentration and productivity in a fast-paced environment with frequent interruptions. * Ability to lift up to 30 pounds of sales materials or samples for presentations and trade shows. * May require travel for industry events, trade shows and company initiatives, etc. * While performing job duties, the employee may be required to stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls; reach with hands and arms; stoop, kneel, crouch, talk or hear. * Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. The above description is not intended to be an exhaustive list of all duties, responsibilities, or physical requirements. Nothing in this job description restricts management 's rights to assign or reassign duties and responsibilities at any time. A reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions. FLSA CLASSIFICATION: This position is classified as Exempt under the Fair Labor Standards Act (FLSA) and is not eligible for overtime compensation. EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT: Worthen Custom Iron & Brass Furniture is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other legally protected status under federal and state law. AT-WILL EMPLOYMENT DISCLAIMER: Employment with Worthen Custom Iron & Brass Furniture is at-will, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable laws. This job description is not intended to be a contract of employment and may be revised or updated at any time. Job Type: Full-time Pay: $40,000.00 - $60,000.00 per year Benefits: * 401(k) * Dental insurance * Health insurance * Paid time off * Vision insurance Shift: * Day shift Work Location: In person