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Join the Alcosta Smokeshop Team

Customer Service Coordinator

Remote Full-Time / Part-Time Fixed Monthly Salary

Alcosta Smokeshop is the voice our customers hear first — and we're growing the team behind every call, text, chat, and email.

We're looking for a friendly, organized Customer Service Coordinator who can own customer communication across every channel. You'll answer questions, track inquiries to resolution, route issues to the right team member, and keep every interaction accurate and compliant with tobacco and vape regulations.

This is a full-time or part-time remote role for someone who enjoys helping people, staying on top of details, and spotting patterns that help the store team improve.

Apply now

About the role

What you'll do

  • Answer incoming calls promptly and professionally, greeting every caller with the Alcosta Smokeshop standard greeting
  • Provide accurate information on store hours, location, product availability, current promotions, and loyalty program details
  • Monitor and respond to text messages, website chat, social media DMs, and online business-listing messages
  • Manage the store's shared customer inbox — sort, answer, and file incoming emails
  • Log every call, message, and email in the customer inquiry log, recording the need, action taken, and outcome
  • Escalate complaints, refund or exchange requests, and loyalty-point disputes to the Floor Manager
  • Check availability with Sales or Stock Associates before confirming product stock to a customer
  • Track call, message, and email volume, response times, and common questions, then share a weekly summary with leadership
  • Maintain the customer FAQ and call script so the whole team gives consistent answers
  • Follow compliance guardrails for age-restricted products, health claims, and customer privacy

Compensation

Fixed Monthly SalaryFull-time or part-time position

This is a stable remote role with a consistent monthly salary and the flexibility of full-time or part-time hours, based on your availability and the store's needs.

  • Competitive fixed monthly salary
  • Full-time or part-time — 100% remote position
  • Set schedules: 9:00 AM–4:00 PM or 3:00 PM–10:00 PM (GMT-7)
  • Performance reviews with growth opportunities
  • Direct exposure to store leadership and the wider Alcosta Smokeshop team

Detailed salary information is provided during the interview process.

What Alcosta Smokeshop provides

You'll receive the tools and support needed to deliver great customer service:

  • Approved response templates and call scripts
  • Access to the store's customer inquiry log and ticketing system
  • Phone, messaging, email, and point-of-sale tools
  • Onboarding and customer service training
  • A flexible remote work setup
  • Ongoing support from the Floor Manager and Store Manager

Who we're looking for

  • High school diploma or equivalent required
  • 1+ year of customer service, call-center, or administrative experience preferred (retail a plus)
  • Excellent written and verbal communication, with a friendly, patient phone manner
  • Strong typing, spelling, and grammar skills for email and message replies
  • Ability to multitask across phone, messaging, and email without losing track of open issues
  • Comfortable using phone systems, email, messaging platforms, and a point-of-sale system
  • Discretion with customer information and sound judgment on when to escalate

About Alcosta Smokeshop

Alcosta Smokeshop serves its community with knowledgeable, friendly service across tobacco, vape, and specialty products. We're committed to compliance, customer care, and giving our team the tools to succeed.

We're growing the team. And looking for a Customer Service Coordinator to grow with us.