Customer Care Specialist

About Surya Inc.

Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.’s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold + Bob Williams, Livabliss, and RST Brands. Surya Inc. has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times.

Customer Care Professional

Surya

is seeking a Customer Care Professional who is passionate about delivering exceptional service and building long-term customer loyalty. Our Customer Care team plays a critical role in processing orders and resolving customer inquiries through phone and email support. This role is ideal for someone who thrives in a collaborative team environment, enjoys problem-solving, and consistently exceeds customer expectations by providing reliable, responsive, and resourceful service. You will become a Surya subject matter expert, supporting customers with product knowledge and internal processes. Our Customer Care leadership team is caring, supportive, and fully invested in your success. Primary Responsibilities

Handle customer inquiries via phone and email with professionalism and empathy

Process customer orders accurately and efficiently

Verify account information on all customer interactions

Create and manage tickets for each customer contact

Greet customers warmly and clearly identify the purpose of their call

Educate customers on navigating and using the Surya.com website

Provide accurate and detailed product and service information

Recommend alternative solutions when customers are considering cancellation

Document customer interactions and update accounts as needed

De-escalate and resolve upset or frustrated customers

Escalate recurring or complex issues to the appropriate supervisor

Share insights and recommendations for process improvements with leadership

Develop and maintain expert-level knowledge of Surya products and internal processes

Job Requirements

Exceptional customer service and communication skills

2+ years of customer service experience

Strong problem-solving and critical-thinking abilities

Ability to work effectively in a team-oriented environment

Exceptional attention to detail

Proficiency in Microsoft Office (Excel, Outlook, Word)

Experience with order entry and ticketing systems

Ability to adapt to change and learn new processes quickly

Demonstrated ability to balance customer satisfaction with business needs

Preferred Qualifications

Coursework toward an advanced degree in a related field

2+ years of phone-based customer service experience

Experience contributing to process improvement initiatives

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