Customer Service Specialist

Customer Service Specialist Department: Customer Experience & Operations Location: Remote (US / Headquartered out of Downers Grove, IL) Job Type: Full-Time Pay Range: $42,000 – $52,000 per year About Alter Brewing Company At Alter Brewing Company, we are passionate about brewing exceptional craft beer and creating incredible experiences for our community. From our original brewery and taproom in Downers Grove to our full-service Kitchen & Taprooms in Oak Brook and St. Charles, we pride ourselves on exceptional hospitality, high-quality products, and an inclusive, lively atmosphere. Role Overview We are seeking an enthusiastic, organized, and customer-obsessed Customer Service Specialist to join our team on a fully remote basis. As the primary liaison for guest inquiries, private event bookings, e-commerce support, and loyalty program coordination, you will ensure every customer interaction matches the high quality of our craft lineup. Whether assisting guests with private party reservations, resolving online store orders, or answering taproom inquiries, your mission is to deliver seamless, friendly, and timely support from your home office. Key Responsibilities - Respond promptly and empathetically to guest inquiries across email, phone, web forms, and social media channels regarding taproom hours, beer availability, reservations, and general info. - Assist the event team by fielding private event inquiries, providing initial pricing/availability details, and maintaining accurate scheduling logs. - Process and track online merchandise orders, beer pickup orders, digital gift card inquiries, and address shipping or order adjustments. - Provide front-line support for our Alter Rewards / Mug Club members, helping guests with account setups, reward redemptions, and point updates. - Log guest feedback, identify recurring trends or service opportunities, and collaborate with taproom managers and kitchen leadership to continually improve the guest experience. - Maintain up-to-date documentation inside our CRM/support platform, ensuring accurate records and fast resolution times. Qualifications - 1 to 3 years of experience in a customer service, hospitality, guest relations, or support role (experience in remote support, e-commerce, restaurant, or craft beer operations is a strong plus). - Excellent written and verbal communication skills with a friendly, professional tone that reflects the Alter brand voice. - Comfortable navigating CRM platforms (e.g., TalentLyft, Zendesk, or HubSpot), point-of-sale systems (Toast), e-commerce portals, and online reservation software. - Dedicated home office environment with a reliable high-speed internet connection optimized for handling phone and digital communications. - Strong ability to multi-task, de-escalate guest concerns with grace, and find proactive solutions independently. - A positive attitude and an interest in learning about craft beer, food pairings, and the hospitality industry. What We Offer - Competitive annual salary ($42,000 - $52,000/yr). - Employee discounts on Alter draft beer, merchandise, and company perks. - Health, dental, and vision insurance options for full-time employees. • Paid Time Off (PTO) and holiday pay. - Fully remote work flexibility with a fun, collaborative team culture and opportunities for professional growth within an expanding regional brand. Alter Brewing Company is an Equal Opportunity Employer. Originally posted on Himalayas