What are the responsibilities and job description for the MGBW Customer Experience Associate position at Surya?
About Surya Inc.
Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.’s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold Bob Williams, Livabliss, and RST Brands. Surya Inc. has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times.
JOB SUMMARY
The Customer Care Associate is a customer-focused role responsible for completing tasks that improve customer experience. This position provides direct support to internal and external customers by processing orders, resolving inquiries, and ensuring accurate and timely communication. Success in this role requires strong attention to detail, problem-solving skills, and a commitment to delivering exceptional service in a fast-paced, customer-oriented environment.
RESPONSIBILITIES:
- Provide an exceptional customer experience by engaging directly with customers via phone and email
- Process orders accurately and efficiently while delivering exceptional service
- Resolve customer inquiries, concerns, and questions by researching issues and communicating clear resolution options
- Collaborate cross-functionally to resolve a variety of customer issues
- Provide internal and external customers with accurate and complete information
- Identify root causes of customer issues and support resolution
- Handle escalated situations with professionalism, empathy, and positivity
- Utilize multiple systems to research, resolve, and document customer interactions
- Clearly communicate resolution steps to customers
- Follow up in a timely manner with customers and internal partners
QUALIFICATIONS AND REQUIREMENTS
- 2 years of customer service experience required; furniture industry experience preferred
- Proficiency in Microsoft Office (Excel, Outlook, Word)
- Experience with ERP systems (Dynamics AX preferred) and ticketing systems is a plus
- Strong organizational, multitasking, and communication skills
- Customer-centric mindset with a strong work ethic
- Ability to adapt in a fast-paced environment
LOCATION
This role is an onsite position located at our Taylorsville, NC facility.