Customer Success Representative

Black Diamond Coatings is committed to helping customers solve their problems through innovation and commitment to excellence in home products. Join our Veteran and family-owned company, work with the best teammates, and become part of one of the fastest-growing home products companies in Florida. This hands-on Customer Success Representative calls for positivity, attention to detail, self-motivation, and reliability, and has a clear understanding of the impact of profitability and customer satisfaction. This position is the face of the company that will greet both new and returning customers to our business, so you must have a can-do attitude that is helpful and willing to provide for our customers’ needs. This person must be a subject matter expert with extensive knowledge of our products and the ability to thoroughly explain how to use the products and problem solve with our customers.

Job Summary

• Is the first line of customer care for inbound calls and walk-in traffic.
• Performs varied support services requiring proficiency in general office and organizational skills and knowledge of department operations.
• Supports office management and staff by contributing to office operations and productivity.
• Has a desire for learning – for the business, its customers, and products, as well as for improving one’s own skills; desire to grow in his/her career.

General Accountabilities

• Answer incoming calls, emails, website chats, and walk-in customers promptly using your product knowledge and taking orders or suggesting products based on customers’ needs.
• Proactively problem solve and communicate internally when product or customer service issues arise and use authority to make the refund and replacement decisions.
• Make outgoing follow-up telephone calls to undecided leads and outbound calls to leads.
• Recognize and act upon sales opportunities during inbound/outbound calls.
• Maintain a deep understanding and confidence of product knowledge to help our customers make informed decisions for a positive outcome.
• Maintain a positive relationship and knowledge of returning customers and contractors to enhance the customer experience.
• Recommend improvements to product listings and ideas for potential products or services to management by collecting customer information and analyzing customer needs.
• Performs basic research as requested (e.g., via Internet, calling potential vendors)
• Enter customer data in systems.
• Performs other related duties as assigned or requested.

Job Qualifications

• Minimum Education: High School or equivalent Combined experience/education as substitute for minimum education
• Minimum Experience: 3 Years
• Minimum Field of Expertise: Customer service and general office experience & proficiency in the following: data entry, excellent MS Office knowledge understanding, filing, and basic math skills for assigned business tasks. Needs to operate in dynamic office equipment.
• Preferred Education: Associate degree.

Competencies

• 2-4 years of customer service
• Must have reliable transportation
• Must be motivated to be successful
• Inquisitive – able to use common sense and questioning to determine the root cause of potential issues or research possible solutions.
• Attitude – Positive and high-energy go-getter; Ability to work in a fast-paced environment with minimal supervision.
• Maintain positive, empathetic, confident, and professional attitude toward homeowners and contractors. Ensuring them that they are receiving the best help with our products and solutions to their issues.
• Self-motivated and thick skinned with a sense of humor and strength to keep calm and professional through stressful situations.
• Outgoing, driven, and enthusiastic individuals to complement our culture
• Able to learn technical products and explanations; research, learn, fully understand, and interpret new products to customers as they come on the market.
• Candidates with great communication skills, both written and verbal
• Must have a great phone presence and is comfortable and confident answering multiple phone lines.
• Self-starter, multi-tasker and highly detail-oriented
• Bi-lingual (English, Spanish) preferred
• Able to adapt in a fast paced and growing environment
• Able to write responses clearly and with proper use of English grammar
• A team player who wants to contribute to and create a thriving culture

Skills: Administrative

• Answer telephones
• Assemble and organize data – spreadsheets
• Communicate with others to gather information
• Gather data
• Input data
• Maintain filing systems
• Read handwritten text
• Schedule appointments
• Verify calculations

Skills: Tools

• Shopify and related software: Shipstation, Stamped.io, etc.
• Amazon Seller Central
• Walmart Seller
• Bazaarvoice
• Office software: MS Office, Slack, Teams, Zoom

Skills: Mathematical

• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Skills: Machine

• Computer: MS Office, Internet searches
• Scanning and Copying

Physical Demands

• Frequently required to sit.
• Occasionally required to walk.
• Occasionally required to reach with hands and arms.
• Frequently required to talk or hear.
• Occasionally required to bend, lift or climb.
• Occasionally required to lift light weights (less than 25 pounds).
• Occasionally required to lift moderate weights (25-50 pounds).
• Finger dexterity required.
• Hand coordination required.
• Specific vision abilities required for this job include: close vision, distance vision, ability to adjust or focus.

Work Environment

• The noise level in the work environment usually is quiet to medium.