What are the responsibilities and job description for the Customer Service Representative position at Surya?
About Surya Inc.
At Surya Inc., we are redefining the world of interior design. As a leading furnishings company, we offer a thoughtfully curated collection of design-forward furniture, rugs, textiles, lighting, wall decor, and accents. Our products are available globally through interior designers, architects, procurement firms, and more. Surya Inc. proudly includes renowned brands such as Surya, Global Views, Mitchell Gold Bob Williams, Livabliss, and RST Brands. We’ve been honored ten times on the Inc. 5000 list of America's fastest-growing privately held companies.
Job Summary
Surya is looking for a customer care professional with a passion for creating loyal customers. The Customer Care team processes orders and resolves and responds to customer issues via email and phone contact. We are looking for someone who loves to work within a team to exceed customer expectations and provide reliable, responsive, and resourceful service in every interaction. You will have the opportunity to become a Surya subject matter expert for customers concerning Surya products and processes. Our Customer Care management team is caring, supportive and dedicated to your success!
Primary responsibilities:
- Handle customer inquiries via email and process orders with exceptional service.
- Answering inquiries timely and accurately to ensure customer receive inquiries with exceptional service.
- Data entry for orders being manually entered into the system and emails to customers answering their requests.
- Provide accurate product and service information.
- Recommend options to customers when they are attempting to cancel.
- Note accounts as appropriate.
- Diffuse upset customers as needed.
- Escalate recurring problems to immediate supervisor.
- Provide supervisor and Customer Care management with process improvement recommendations.
- Gain and excel in knowledge of all Surya products and processes.
Job Requirements:
- Exceptional customer service skills
- Two or more years of experience in customer service
- Demonstrates ability to accurately problem solve
- Enjoys working with others in a team environment
- Exceptional attention to detail is critically important
- Knowledge of Microsoft office products, i.e., Excel, Outlook, Word
- Experience working with order entry and ticketing systems
- Adapts well to change and learning new processes
- Demonstrates the understanding of balancing the needs of the business with customer needs.
Preferred Experience:
- Some advanced degree work in a related field.
- Two or more years of customer phone service
- Experience working on process improvement initiatives
Surya provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.