Customer Service Representative 

Reports To: Inside Sales Supervisor

FLSA Status: Exempt

 SUMMARY

The Customer Service Representative person will focus on providing exceptional customer service to our external and internal client base. Work as a liaison between the client and the internal tactical support teams to create and communicate solutions for client needs and consult through the sales process. Must be energetic, well-spoken, and eager to provide the Lakeside Brand Experience. Elite customer service executed through a value added sales process is of paramount importance.

Lakeside Surfaces has a large volume of existing business, but as time permits, CSR will be expected to continue developing B2C and B2B project opportunities. When able, this position involves calling new potential clients, client business referrals, or web leads, in addition to supporting our current customer relationships. This position will also provide prospective customers/clients with all services offered, and additional presentations as needed. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Respond swiftly and courteously to customer complaints or inquiries through phone and email.
• Manage inbound customer scheduling requests, through job tracking system and calendar views.
• Fill orders by transferring orders to fulfillment, communicating expected delivery date, and explaining stock-outs.
• Participate in ongoing customer service training and process optimization initiatives.
• Manage in-person customer visits including, but not limited to: material viewings, sample requests, and product inquiries.
• Update job knowledge by studying new product descriptions and participating in educational opportunities. 
• Execute a value-add sales process of:
  • Understanding client need.
  • Offering solutions and support by presenting products and services developed in collaboration with tactical support colleagues
  • Answering potential client questions and anticipating needs
  • Working with outside sales teams to close project sales and work with client through closing process.
• Close new projects by managing a ticketing queue to predetermined performance metrics.
• Provide insight to assist others in development and implementation of sales support tools.
• Accomplish department and organization goals by accepting ownership for accomplishing new and different requests.
• Follow suggested scripting.
• Ability to problem solve customer claims and provide resolution.
• Capture customer information, including addresses and phone numbers, for future follow-up.
• New business development as able
  • Researching potential leads from business directories, web searches, or digital resources
  • Developing sales opportunities by researching and identifying potential accounts, soliciting new account, building rapport, providing technical information and explanations, and preparing quotations.
  • Qualifying leads from digital campaigns, conferences, references, tradeshows, etc.
  • Maintaining database (Salesforce, CRM, Excel, etc.) of prospective client information

Other duties as assigned.

MINIMUM JOB QUALIFICATIONS 

• High school diploma or equivalent required.
• 1 Year of experience in a customer service or related role (CSR, customer care, call center), where building customer relationships and service is a primary responsibility.
• 1 Year of experience demonstrating excellent verbal and written communication skills through in person meetings, phone, and email.
• Basic knowledge of CRM and ticketing software systems.
• Excellent people skills.
• Possesses an energetic, outgoing, and friendly demeanor.
• Persuasive and charismatic personality.
• Professional appearance and demeanor.
• Self-motivated and self-directed.
• Able to multitask, prioritize, and manage time efficiently.
• Tenacity to handle rejection and continue on with a positive attitude when reaching next potential client.
• Ability to work independently and as an active member of a team.
• Strong computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)

PREFERRED JOB QUALIFICATION

• 2 years as customer service representative, customer care, call center, or other proven track record of providing excellent customer service. 
• 2 years of stone industry, building materials, or another related field experience.
• 1 year(s) of CRM and ticketing software experience. 
• 1 year(s) in a role that required value add selling.

MINIMUM PHYSICAL REQUIREMENTS

• None