Customer Experience Associate

POSITION SUMMARY

This position aims to interact with customers individually and develop relationships by providing price quotes, availability of materials, and scheduling orders for deliveries. And provide information in response to inquiries about products and services and handle and resolve complaints.

ESSENTIAL FUNCTIONS:

• Answer incoming phone calls/emails.
• Provide price quotes and availability of materials to customers.
• Provide customer service & sales support to fabricators/installers & walk-in customers.
• Provide backup for cash/credit card transactions.
• Provide backup for balancing end-of-day cash reports.
• Answer product questions and educating customers on our products.
• Provide and encourage outstanding customer service.
• Answer incoming calls on a multi-line system professionally and courteously.
• Respond to customers via telephone or email through a personal computer.
• Receive customers' requests by telephone, or email, analyze requests, provide the information requested, ascertain who can best deliver the data, and route the request to the proper person.
• Provide pricing information, process orders, and similar data to customers.
• Follow up with customers to assess the level of customer service.
• Resolve customer questions related to orders or inventory.
• Analyze transactions and correct and adjust orders.
• Must be prompt and timely in completing assigned responsibilities.
• Develop knowledge of product line, prices, delivery time, and similar data as required.
• Manage administrative duties.
• Perform all aspects of the job within company policy and procedures.
• Provide backup for showroom consultants.
• Assist GM with inventory maintenance.
• Other duties as assigned.

POSITION QUALIFICATIONS

KNOWLEDGE, SKILLS, AND ABILITIES:

• A well-organized and self-directed individual with the ability to prioritize duties.
• Excellent multi-tasking & time management skills.
• Exceptional communication and interpersonal skills.
• Able to work in a fast-paced, self-directed environment.
• Must enjoy interaction with a variety of different customers from different backgrounds.

EDUCATION AND EXPERIENCE:

• High School Diploma required.
• 2 years of Customer Service Experience.
• Previous work experience in the industry is a plus but not required.
• Experience with Microsoft Office Suite.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Ability to be on your feet for extended periods.
• Ability to push/pull/lift to 20 lbs.
• Ability to work weekends as needed.
• Bending for filing is occasionally required.
• While performing the duties of this job, the employee is regularly required to sit for prolonged periods.