A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
The Customer Service Representative plays a key role in handling day-to-day customer interactions and order management as related to fabrics, trimmings, and wallcoverings across all of our brands.
Key Responsibilities :
Handling general inquiries regarding product specifications, pricing, availability, and inventory levels, along with web help and chat support All aspects of order management: initial review and entry, changes to existing orders, and proactive follow-up, including sample requests and product returns Taking ownership of difficult and/or complicated situations as they arise, demonstrating professionalism at all times while working to resolve the matter at hand Exercising critical thinking and use of good judgment to balance customer satisfaction and the best interests of the company Provide inter-departmental support to other business areas as necessary Maintain familiarity with our product lines and collections across all brands Extensive phone and email communication with customers, working within a contact center platform Strong awareness of and ability to follow company policies and procedures
Abilities/Key Competencies/Skills:
Superior written and verbal communication skills PC proficient with experience using Google Suite products Must be able to work thoughtfully and thoroughly with continuous attention to detail Ability to learn quickly and retain a wide range of small details concerning multiple product types, tasks, system processes, issues, and/or projects Excellent time management, organizational, and follow-up skills Comfortable multi-tasking, or, pivoting between tasks on the fly as the need arises Willingness to learn new products, procedures, and processes as business needs change A friendly attitude with the ability to be a team player and stay self-motivated in a fast-paced environment Technical /
Environmental Requirements:
A quiet workspace free from distractions and background noise; participation in video meetings will be required on a regular basis High-speed broadband internet service
Experience/Certifications/Education :
High school diploma or equivalent 2+ Years in a Customer Service role Prior history of working remotely in a contact center environment Experience working for a high-end, luxury brand retailer or hospitality / service-oriented company An interest in Home Furnishings and/or the Interior Design industry Knowledge of or experience with other 'trade only' suppliers, textiles, wall coverings, and furniture expertise is not required but considered a plus
