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Customer Service Representative

3 months ago

Woburn, United States PEAK Event Services Full time
Job DescriptionJob DescriptionDescription:

About Us

Reverie Social is a family brand of PEAK Event Services. We are a luxury linen company now shipping nationwide. The brand was created by Party People for Party People. We understand the importance of creating unforgettable experiences for our clients and we know that the details matter. Our parent company PEAK Event Services is proud to be the premier event rental and tenting company in New England Joining the PEAK team means being part of a team that makes it happen. At PEAK, we find joy in bringing important moments to life. To our clients, it all feels like magic, but in reality, there’s a lot of work that goes into our work — strategy, creativity, and grit. Each new event brings its own brand of challenges, and we’re just the team to solve them. We’re motivated and inspired to deliver unique experiences in our own ingenious ways. This extra effort and determination helps us deliver stress less events for our clients, while providing us with transformative opportunities to learn, grow, and spread joy.


What you’ll Do

In this role we will invest in training you on the many aspects of the Event Industry while you help support the organization on our busy day to day. The Customer Service Representative is a key member of the success of our client experience as you are many times their fixer and event superhero. Primary duties of this role include supporting the Inside & Outside Sales and Sales Management teams by providing administrative support and a calm friendly voice to our Clients who may need assistance. This position reports directly to the Director of Business Development, Reverie Social.


The Day To Day

  • Assist our national sales team with orders in all market segments and geographical locations
  • Answering the phone (from sales team) promptly and hospitably to help with new orders or service corrections
  • Build a relationship with the internal customer throughout the phone call and accurate orders as applicable
  • Service internal customers with post-order issues or questions (replacements, delivery status, and any issues with fulfillment)
  • Organize and track best workflows for UPS shipping
  • Facilitate solutions for client issues and submit DEFCON to the appropriate departments
  • Communicate with Operations according to PEAK standards to make the proper correction
  • Use conflict management skills and maintain professional composure. Grace under pressure
  • Input future client orders for Sales Team
  • Assist the sales team with the input and updating of leads and opportunities in Salesforce as needed
  • Assist with special projects surrounding automating and improving the customer experience
  • Exceed customer satisfaction, efficiency metrics, and issue resolution targets
  • Use conflict management skills and maintain professional composure
  • Navigate multiple software applications and technologies simultaneously
  • Assist with walk-in clients and showroom appointments as needed
  • Support sales with site visits and client meetings as needed
  • Additional support for the Reverie Social team as needed: Field phone calls that come through call queue, create leads in Salesforce, input quote requests into POR, submit client swatch orders, Analyze and Complete reports, review orders for order accuracy, assist with live chat, and/or track UPS workflows
Requirements:

Why You’ll Like Working Here

· Our incredible compensation combo of Competitive Pay, Paid Time Off + Paid Holidays

· Support for your personal life + wellbeing

· We like to celebrate + we do it often

· Encouragement for Volunteer Days + giving back to our communities

· We foster and embrace an inclusive and diverse work culture


What We’re Looking For

· Minimum of 1 year Customer Service experience or 6+ months in PEAK Sales Coordinator Role

· Passionate about helping others and a lover of people

· Excellent communication and relationship building skills

· Excellent decision-making and problem-solving skills

· A successful track record working in a high-volume fast paced environment

· A workspace that is free from noise or distraction

· Strong verbal and written communication and presentation skills (English and Spanish a plus)

· Excellent organizational skills

· Ability to manage and direct diverse staff and clientele

· Ability to multi-task and manage workload imbalance

· Experience with Microsoft Office

· Comfortable with modern technology (Salesforce experience is a plus)

· Strong familiarity with basic technology (email, phones, etc.)

· Experience as an Administrative Assistant is helpful but not necessary


Compensation and Our Full Suite of Benefits

· $20-$24/hour (based on experience level and market served)

· Hourly, non-exempt; Dependent upon experience

· Medical, Dental, Vision, Life Insurance and a Flexible Spending Account as offered by the Company

· Company-paid life insurance and short term disability insurance

· Vacation/Sick through Company Policy

· 401(k) Program as well as a generous Company match

More About Us

  • We’re not just a rental events company – our PEAK Code drives the work we do, every day.
  • We’re partners in problem solving. We collaborate in order to push through challenges and succeed together.
  • We are employers of respect. Our relationships mean the world to us and we hold ourselves to the highest level of accountability.
  • We are advocates for our communities. From sponsoring events and organizations to volunteering and donating our time, we support our communities and are committed to social responsibility.
  • We are keepers of the craft. Our attention to detail, commitment to excellence and devotion to our clients allows us to go “Above and Beyond”.

PEAK is an EEO Employer. We seek diversity and culture-add candidates, not necessarily “culture-fits” or more of the same. We believe diversity makes us better, and we seek to create a workplace where all feel a sense of belonging. Please let us know if you need any assistance or accommodation in the application process.