What are the responsibilities and job description for the Hospitality Customer Care Specialist 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 Inc. is looking for a customer service representative (CSR) with a passion for creating loyal customers. Responsible for the timely and accurate execution of requests and inquires Processes orders, resolves and responds to customer issues via email and phone contact. Acts as a subject matter expert for Contract/Hospitality customers concerning Surya, Global Views and MG BW products, orders, and fulfillment processes. Reports to the Hospitality/Customer Service Supervisor and dotted line to Vice President of Sales. The CSR interacts with all Surya, Global Views and MG BW departments to resolve issues for the customer.
Primary responsibilities:
- Engage customers on a personal, individual non-scripted level
- Manage ALL communications between internal departments and external clients and sales reps
- Respond to client inquiries in a timely and professional manner
- Detailed reviews of all PO’s for potential red flags
- Ensure accurate order placement and fulfillment.
- Accurately document all customer interactions in appropriate systems.
- Troubleshoot and resolve issues to the satisfaction of customers as needed.
- Input quotes into client portals and fill out client forms for manager review/signature
- Liaise with clients on web access and navigation
- Foster a strong collaborative working relationship with all internal departments
- Facilitate getting images and tear sheets (proposals) for customers
- Other duties or projects related to orders, quotes, and project management as assigned
- Verify account information on all calls.
- Gain and excel in knowledge of all Surya, Global Views and MG BW Surya products and processes.
Job Requirements:
- Two or more years of experience in customer service
- Demonstrates ability to accurately solve problems
- 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
- Demonstrate exceptional customer service skills
- Exceptional attention to detail is critically important
- Ability to handle multiple projects at the same time
Preferred Experience:
- Greater than two years of experience in a service support role.
- Freshdesk experience a plus
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.