Summary of Position
The Customer Experience Specialist (CES) interfaces with our customers and various business and functional team members to deliver exceptional service to our customers. Through building successful relationships, the Customer Experience Specialist will coordinate and align multiple internal resources and capabilities across the company. The Customer Experience Specialist will perform administrative duties that will support the Sales team. The Customer Experience Specialist will collaborate with the team to build confidence and loyalty by establishing rapport and consistently providing resources for them. The Customer Experience Specialist must be organized, able to multi-task and have a proven track record of providing excellent customer service. This person will provide administrative and sales support to the sales and design teams, and the Sales Manager.
Summary of Position:
- Assists customers by phone or in person.
- Will become the specialist in Lead Generation and sales software programs that will support the efforts of Sales and Design teams.
- Works efficiently to complete daily, weekly, and monthly administrative tasks.
- Maintain a neat and clean appearance to represent a positive image of the company.
- Participate in training and professional development and put new skills to immediate and meaningful use.
- Foster a positive and pleasant working relationship with members of the sales, design, and leadership teams.
- Familiarize yourself with current information about services and products available for customers.
- Help keep the showroom floor clean and orderly. Will collaborate with Designers to understand the floor plans.
- Follow through with our customers’ requests, feedback, and questions.
- Manage various customer service reports to help the team stay informed and efficient and to continually improve processes.
- Own customer issues and escalate to appropriate channels as needed.
- Responds to written correspondence and telephone inquiries.
- Manage incoming sales calls, manage existing accounts, and work on successful customer retention.
- Maintaining an accessible and organized filing system for sales and managers.
- Provide assistance to the sales team and Sales manager as needed.
- Performing data entry duties regarding metrics, sales figures, and other key data.
- Tracking sales leads, coordinating quotes, entering sales orders, providing customer service, and managing customer orders that will feed into the reports that you will maintain.
- Monitoring sales and the performance of the sales team as well as recording sales data.
- Track and analyze customer feedback and satisfaction using various forms of communication including phone calls and email correspondence.
- Use gathered information to identify gaps and recommend strategies to strengthen customer experience metrics.
- Collaborate closely with sales team, marketing, designers, management teams to enhance the customer experience.
- Work in a strategic, high-volume fast-paced environment.
- Other duties as assigned
Qualifications:
- Exceptional people skills
- Strong Organization, Communication, Critical-Thinking and Problem-Solving Skills
- Proficient in Microsoft Office applications
Education and/or Experience:
High School Diploma or Equivalent
Six months to one-year related experience and/or training.
Minimum of three years of experience in customer service.
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Summary of Position
As a technician you will be responsible for performing various repairs, restoration and delivery tasks. This is a hands-on role. The Field Service & Repair Technician will be required to work onsite in our customers’ workplace and in our warehouses.
Responsibilities:
- Troubleshoot issues and help to resolve issues that arise with customer deliveries and installations.
- Perform repairs and restorations on various structures and surfaces.
- Build and install office furniture, trim, cubicles.
- Make small furniture deliveries and occasionally assist our installation and delivery crew.
- Read and interpret blueprints and technical drawings.
- Provides onsite client support.
- Ensure all customer issues are satisfactorily resolved, utilizing other teams as needed.
- Maintains time and service delivery records.
- Estimates, requisitions, and inspects materials.
- Interprets company policies and enforces safety regulations.
- Works with sales and design teams on spec check of orders.
- All other duties as assigned.
Qualifications:
- Ability to communicate in both speech and writing.
- Ability to carry out goals and instructions and to follow through on assignments.
- Ability to work with multiple departments.
- Tech Savvy and able to operate a mobile device such as tablet, phone, and computer.
- Willing to learn and work in a website and follow previous layout.
- Demonstrates a customer focus.
- Ability to safely move up to 100 lbs. or more with assistance.
- Ability to maintain heavy physical activity during shift.
- Ability to bend, stoop, reach, stand, and walk frequently.
- Ability to work in indoor/outdoor climate.
- Basic Computer Knowledge.
- Proficiency in Microsoft Excel preferred.
- Able to obtain a Class E Drivers license.
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