Service Experience Representative
- Location
- Detroit, MI · On-site
- Job type
- Full-time
- Level
- Mid-level
- Experience
- 2+ years
- Education
- High school diploma or equivalent
- Listed
- 19 days ago
Skills & highlights for this role
- Customer service or repair coordination experience
- Strong written and verbal communication
- Ability to manage multiple communication channels simultaneously
- Experience working with internal teams to resolve service issues
Also useful
- Salesforce
- Chargent
- Authorize.net
- NetSuite
About the Role
The Service Experience Representative is an in-person role, integral to the success of Shinola's Service Center. This role is responsible for interacting with our guests, store teams, and repair technicians, ensuring the smooth coordination of the repair process. The SER is a proactive communicator with a passion for problem-solving and guest satisfaction.
Key Responsibilities
- Respond promptly and professionally to guest inquiries via email, live chat, phone, SMS, and web contact forms.
- Deliver accurate updates on case status, tracking information, material availability, repair lead times, and service center capabilities.
- Work closely with the repair technicians to ensure all repair-related information is recorded accurately and recommendations shared in a timely manner with guests.
- Submit payment requests to guests and process invoices to wholesale partners.
- Set up replacement orders or refunds for non-repairable items, offering alternative solutions when needed.
Qualifications
- High School Diploma or GED equivalent
- 2 years of prior experience in customer service, repair coordination, or a related role
- Strong written and verbal communication skills
- Comfortable managing multiple communication channels simultaneously (email, SMS, phone, live chat)
- Experience working with internal teams to resolve service issues.
- Experience with Salesforce, Chargent, Authorize.net, Netsuite or similar applications
Additional information
Note: This job description is not meant to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.
About Shinola
At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well-loved. Our thoughtful craftsmanship, timeless design, and spirited stories inspire our customers to live well, with confidence & joy-in a style that is uniquely their own! Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you'll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.
Equal opportunity and legal notices
Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination.
It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law.
Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.
With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.
From Shinola's careers page, first listed on Rolev.ai on October 22, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Service Experience Representative role at Shinola, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
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Common questions
Where is the Service Experience Representative job at Shinola located?
This Service Experience Representative position at Shinola is located in Detroit, MI (On-site). Always check Shinola's application page for specific state eligibility or relocation policies.
What qualifications are required for Service Experience Representative at Shinola?
For the Service Experience Representative role, Shinola highlights 2+ years of relevant experience; a high school diploma or equivalent; experience with Customer service or repair coordination experience, Strong written and verbal communication, Ability to manage multiple communication channels simultaneously, Experience working with internal teams to resolve service issues. Rolev.ai can score your existing resume against these requirements and show any skill gaps before you apply.
How do I apply for the Service Experience Representative position at Shinola?
This listing links directly to Shinola's Greenhouse application page. You can apply directly on Shinola's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Greenhouse application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.