Customer Support Representative

About The Grace Company: Since creating our first quilting frame, The Grace Company has been dedicated to connecting people with their passions through innovative solutions. We are a company focused on enriching lives, and we find joy in seeing our customers' crafts enrich the lives of others. Our goal is to make quilting and crafting more accessible to a wider community. From product design to customer service, we are committed to providing the best possible experience.

Position Overview: As a Customer Support Representative at Grace Company, you'll be the first point of contact for customers who need help getting the most out of their quilting machines, frames, software, and accessories. Your day will be spent on both inbound and outbound calls where you will be diagnosing issues, following up on open cases, walking customers through solutions, and making sure every interaction ends with the customer feeling confident and taken care of.

This isn't a scripted call center role. You'll build real product knowledge over time and use genuine troubleshooting skills to work through problems that don't always have an obvious answer. We're looking for someone who is comfortable with technology, stays calm under pressure, and cares about solving a problem the right way and not just getting the customer off the phone. Quilting experience is a bonus, but not a requirement. What matters most is the ability to learn a technical product and communicate clearly with customers of all skill levels.

What You'll Do:

• Handle inbound and outbound customer calls professionally and with a friendly, clear communication style.
• Troubleshoot and diagnose issues with our quilting machines, frames, software, and accessories, and walk customers through solutions at their pace.
• Process replacement parts orders for customers as needed.
• Follow up on open cases to make sure customer issues are fully resolved.
• Build and maintain a strong working knowledge of our product line.
• Document customer interactions and case notes accurately.

What You'll Bring:

• Prior customer service experience.
• The ability to communicate technical concepts clearly and adjust your approach based on each customer's level of experience and comfort.
• A general comfort with technology and a willingness to troubleshoot unfamiliar issues.
• The ability to manage multiple open cases at once and keep things moving.
• The ability to work through a problem even when information is incomplete or unclear, and manage customer expectations while working toward a resolution.
• The ability to document and accurately describe issues and resolutions.
• A commitment to following established procedures and escalation paths.
• A strong ability to retain and apply product knowledge while maintaining a willingness to keep learning as our products and software continue to evolve.
• The ability to remain calm and professional when working with frustrated or upset customers.

What Sets You Apart:

• Experience in a support role that involved troubleshooting or problem solving.
• Proven troubleshooting skills.
• Familiarity with Windows operating systems and Android devices.
• Familiarity with software installation, configuration, and updates.
• Familiarity with quilting, sewing, or fiber arts.

Why You'll Love Working Here:

• Great Work Environment: Join a friendly and supportive team.
• Competitive Pay: Starting at $18.00 per hour.
• Time Off: We offer paid holidays and vacation after a short introductory period, plus a personal-time accrual program.
• Convenient Location: Our office is conveniently located on Redwood Road in West Jordan.