Imperial is in search of a self-directed Customer Service Representative (CSR) to deliver exceptional customer service and support through various communication channels (email, chat, phone) for our Direct-to-Consumer (DTC) website. This role supports customers creating personalized Imperial hats for events, gifts, and more—ensuring a seamless, fun, and memorable experience.

Salary: $40,000 - $45,000
Employment Type: Full Time
Location: Bourbon, Mo. (Hybrid Role, 3 Days Onsite - After Training)

What You’ll Be Doing

• Provide exceptional customer service via email, chat, and phone to both external and internal customers.
• Respond to customer inquiries, resolve issues, and provide timely solutions to ensure customer satisfaction.
• Manage multiple Gmail inboxes and intercompany platforms, coordinate internal and external communications, and efficiently handle meetings and phone calls.
• Proactively stay on track and efficiently return to tasks after interruptions or multitasking.
• Demonstrate empathy when assisting customers, ensuring an outstanding customer experience.
• Collaborate with internal team members to achieve company goals while maintaining a positive and cooperative work environment.
• Use Excel to read reports, perform pivot tables, lookups, and manage data as needed.
• Stay informed and comply with applicable copyright laws, including the appropriate use of logos and trademarks.
• Manage time effectively to meet deadlines, manage multiple tasks, and stay organized in a fast-paced environment.
• Continuously problem-solve and handle customer issues efficiently with minimal supervision.
• Maintain self-accountability by tracking performance metrics and seeking improvement where necessary.

What We Need

• Knowledge of web-based programs (required)
• Retail or online customer service experience (required)
• Proficient in Gmail (strongly preferred)
• Basic Microsoft Suites skills (strongly preferred)
• Basic knowledge of copyright laws and the appropriate use of logos (preferred)
• Graphic Design Skills (plus)

You will use your communication and organizational skills to manage customer accounts and maintain high levels of professionalism while building relationships with clients.

Imperial is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds.