The Company:

Founded in 1978, Cabot Hosiery Mills is an American manufacturer of premium socks with uncompromised comfort, durability, and fit. With a family of brands including Darn Tough Vermont, Wide Open, and Cabot & Sons, our mission is to make the world’s best socks, in Vermont, USA, and back them with our Unconditional Lifetime Guarantee. We are family owned, three generations strong, and have yet to produce our best sock.

Job Summary:

As we continue to scale one of the fastest growing apparel brands, we are seeking a Customer Service Representative to play a vital role in representing our brands and taking care of every consumer interaction. Our philosophy is simple: say “Yes!” whenever possible and ensure every customer feels supported. You’ll communicate with consumers through phone, email, and chat, working closely with cross‑functional teams to deliver a seamless experience. We’re looking for a friendly, detail‑oriented customer advocate who loves solving problems and collaborating with others.

Key Responsibilities:

• Respond to customer inquiries via phone, email, and online chat with accuracy, empathy, and professionalism.
• Support our industry‑leading Lifetime Guarantee program, helping customers with replacements and questions.
• Guide customers in selecting the best socks based on their needs and activities.
• Find creative, customer‑focused solutions for issues that arise.
• Identify opportunities to improve processes, workflows, and tools as our company grows.
• Contribute to a positive team culture focused on efficiency, communication, and creating exceptional customer experiences.

Qualifications:

• Education equivalent to: High School Diploma
• Outstanding communication skills; you must communicate clearly, politely, and professionally on the phone and in writing.
• Personal computer knowledge with quick and accurate typing skills.
• A genuine desire to help our customers and ensure their happiness with their experience.
• Strong active listening skills.
• Flexibility, and actively participate in the opportunity to do things differently.
• A witty sense of humor when appropriate. The ability to understand social cues and read our customers is essential.
• The ability to impress customers with a remarkably high level of service.
• The ability to multi-task with excellent follow-through in a fast-paced environment.
• This position requires a commitment to embrace the company's culture by aligning personal behaviors with the company's core values.

Working Conditions:

• Administrative Office/Call Center environment – exposure to noise and other conditions for limited periods of time, depending on the role
• Flexible nature to manage competing and changing priorities
• Sitting or standing at a desk for the duration of shift.
• A hybrid schedule is available with manager approval.
• Weekends and overtime may be required at times.

At Cabot Hosiery Mills, we have a list of shared company values – one of them is We Value Differences. Where you come from, how you identify, your age, and other descriptions are something that makes you, you, and we respect that. We’re an honest group of people and work hard, if you like that, we encourage you to apply.

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder. To maintain organizational flexibility, the organization has the discretion to add, drop or change at any time the duties, responsibilities and expectations of this position. This job description does not constitute an offer of employment, continuous employment or an employment contract. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions of this position.