Consumer Support Specialist

We are hiring for a Consumer Support Specialist at Worthington Enterprises! The Consumer Support Specialist is the main point of contact for consumers of our retail products. You will become an expert in our products, solve consumer problems, and share your knowledge to enhance the overall consumer experience and build lifetime consumers.

This role is ideal for a candidate who is eager to learn, interested in growing within Consumer Care, and willing to support data gathering and analysis related to consumer inquiries. The position works closely with internal Brand Managers, Quality Engineers, and the eCommerce team, with opportunities to contribute insights for quarterly consumer inquiry reviews and presentations.

The role requires strong attention to detail, a customer-first mindset, strong verbal and written communication skills, and the ability to apply brand messaging to individual consumer responses. This position offers a hybrid work schedule, spending at least three days per week (Tuesday-Thursday) working onsite at our Columbus, OH headquarters, with the flexibility to work remotely on other days.

Key Position Results

• Exceed customer expectations
• Build positive relationships with consumers and cross-functional partners
• Think creatively about ways to solve and improve consumer interactions
• Gather and share consumer inquiry insights across the business
• Contribute to continuous improvement within Consumer Care

Key Duties & Responsibilities

• Communicate with consumers via phone and email
• Answer consumer questions and respond to ratings and reviews on retailer websites
• Review and respond to consumer inquiries via social media
• Perform accurate order entry (employee, donation, and replacement orders)
• Track and categorize consumer inquiries to identify trends and recurring issues
• Assist with preparing data and insights for quarterly consumer inquiry meetings, including opportunities to present findings
• Collaborate with internal teams to share consumer feedback and improvement opportunities

Critical Skills, Knowledge and Abilities

• Excellent written and verbal communication skills; ability to build rapport and express empathy
• Strong organizational skills and attention to detail
• Ability to prioritize tasks and manage multiple responsibilities
• Awareness of and ability to meet SLA response time requirements
• Ability to de-escalate and manage upset or complex consumer situations
• Analytical mindset with interest in learning how consumer data informs business decisions
• Eagerness to learn products, systems, and processes

Education / Training Required

• 2 years of customer service experience
• 1 year of Tier 2 customer service experience (escalation team and handling more complex situations)
• Experience in hardware, tools, construction, or related industries is helpful
• Zendesk and Salesforce experience a plus
• JDE experience a plus
• Quick learner who can adapt to change
• Detail-oriented with excellent written and verbal communication skills

Why you will love working here:

• Health, Dental, and Vision insurance that starts on your first day! Employer HSA contribution ($1,000/single or $2,000/family)
• On-site Medical Center, Pharmacy, Barbershop, and fitness center
• 401(K) Match + Employer contribution
• Employee Assistance Program
• Flexible Work Schedule
• Quarterly profit sharing (with no cap!)