World's Largest Online Cigar Store. JR Cigar is one of the largest retailers of cigars in North America. The site, JRCigars.com attracts over 100,000 unique users each month.

The Customer Care Representative plays a vital role in delivering compassionate, knowledgeable, and reliable support to customers of JR Cigars across our e-commerce and catalog channels. This role is entirely service-focused, centered on resolving customer inquiries, providing product information, and ensuring a seamless and positive experience. This individual will act as a trusted point of contact and problem-solver for customers, upholding the company’s commitment to exceptional care without any sales obligations.

• Provide a professional, courteous, and responsive customer experience through inbound calls, emails, and chats.
• Assist customers with order status, returns, product inquiries, account issues, shipping updates, and general service needs.
• Address and resolve customer concerns with empathy, patience, and efficiency.
• Collaborate with internal teams to ensure timely resolution of customer issues.
• Accurately document all customer interactions in Salesforce and maintain up-to-date records.
• Monitor and follow through on open customer cases to ensure closure and satisfaction.
• Stay informed about company policies, procedures, and products to provide accurate information.
• Escalate priority or complex issues appropriately while maintaining ownership of the customer experience.
• Uphold JR Cigars’ brand standards and values in every customer interaction.
• Participate in training and team meetings to remain aligned with service goals and quality standards.
• Other duties and responsibilities as assigned.

Education/Certification:

• High school diploma or equivalent required; college coursework or degree is a plus.

Preferred Knowledge:

• Experience in customer care or support roles, ideally in retail, e-commerce, or specialty goods.
• Familiarity with CRM systems; Salesforce experience preferred.
• General knowledge of cigars is a plus but not required.

Experience Required:

• 6 months to 1 year in a customer service or support-related role.

Skills & Abilities:

• Strong verbal and written communication skills.
• High level of empathy, patience, and active listening.
• Ability to work independently while contributing to team success.
• Detail-oriented with solid organizational and follow-up skills.
• Comfortable using multiple systems and navigating web-based tools.
• Problem-solving mindset with a service-first attitude.
• Positive and respectful approach to all customer interactions.

Physical Requirements

• Must be able to regularly talk and hear to communicate effectively with customers.
• Prolonged periods of sitting and using a computer.