Customer Service

OVERVIEW

The Kitchen and Floor Decor Front Desk and Customer Service position is the initial point of contact for all guests coming into the showroom and is a pivotal role in the experience or our customers. This individual needs to have a desire for hospitality and maintaining a clean and organized environment. This position requires a friendly and inviting attitude along with a desire to serve our customers well by creating a warm and welcoming environment. This position is also the centralized point for incoming phone calls and communications, so this individual needs to be able to multitask effectively and thrive in a fast paced environment. As a central point for information, including payments and scheduling, this position also needs to have an attention to detail and a tenacity to make sure tasks and commitments are followed through to completion. Every Team Member at Kitchen and Floor Decor is expected to be an advocate for our customer, delivering a superior customer experience. This position will be working with both our customers and the entire team so they will need to have both strong people skills and strong communication skills. There also needs to be a constant desire for innovation and improvement.

OUR CORE VALUES

This individual models Kitchen and Floor Decor's stated Core Values with other team members, customers, vendors, community members, or any others within their circle of influence: We have

Integrity:

We do the right thing, even when no one is looking. We serve with

Kindness:

We engage our customers and our team with warmth and appreciation. We are

Adaptable:

We can adjust to any situation with a positive attitude. We are

Attentive:

We pay attention to the process and details of the project.

SKILLS & KNOWLEDGE

Ability to use a phone system to answer and transfer calls Knowledge using CRM systems to enter data Knowledge using ERP and/or accounting software for Data Entry tasks Familiarity with Google Workspace or similar software working in a collaborative business environment including email and document management

EXPERIENCE

Experience in Customer Service in a retail environment is ideal Experience and knowledge of flooring, cabinets and countertops, tile, and other interior design materials a plus

CHARACTERISTICS

The Front Desk and Customer Service position requires the ability to manage and prioritize multiple responsibilities while giving extraordinary attention to detail. It also requires strong verbal communication skills as this position works directly with customers and team members within the organization as well as other stakeholders such as vendors and subcontractors. This position requires a team member that has strong decision making skills with the ability to understand workflows required to organize and communicate effectively. This individual will need to make decisions both within a team environment and independently. They also need the ability to contribute to and improve systems and processes in order to create scalability and an excellent experience for our customers.

ROLES & RESPONSIBILITIES

Initial Customer Contact and Support:

Directs guests as they enter the showroom floor and is a liaison to connect them with a designer Checks in customers with an appointment into our system & informs designer their guest(s) have arrived Gives 'what to expect' guide to customers and explains our sales and project management processes Answer incoming calls and direct them to the appropriate team member

Showroom Care and Hospitality:

Creates a welcoming & professional environment Hospitality to guests such as offering coffee, tea, or a beverage Keeps coffee station stocked and clean Keeps showroom clean and organized including putting samples back in their correct spot Keeps front desk and lounge areas clean and organized

Customer Administration:

Create and Update Opportunities in CRM system Check out samples for guests Communicates 'what to expect' guide to customers and explains our sales and project management processes Follow up call to customer before final invoicing Administer and follow up customer surveys and reviews

Data Workflows and Communication:

Reference quotes to administer payments including point of sale and down payment through final payments Communicate updates to team during morning huddle including sold jobs and other pertinent information Enter and communicate install and delivery dates into ERP software Perform other responsibilities as assigned.

Job Type:

Full-time Pay:

$17.00 - $19.00 per hour

Benefits:

401(k) 401(k) matching On-the-job training Paid time off Professional development assistance

Shift:

Day shift Ability to

Commute:

Rice Lake, WI 54868 (Required) Ability to

Relocate:

Rice Lake, WI 54868: Relocate before starting work (Required)

Work Location:

In person