Customer Service Admin

2 months ago

San Marcos, United States Stonite Surfaces Full time

Stonite fabricates and installs high quality engineered and natural surfaces for the commercial and residential industry. With a combined 50 years experience, the Stonite team has come together to bring their knowledge and expertise of the stone surfacing industry to help showcase the potential of any renovation or new construction project.

We are currently in search of a new Customer Services team member to join out San Marcos office.

We are looking for a customer-oriented service representative with a high attention to detail to execute and support the daily operations needed to fulfill customer orders. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best CSRs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. They love to talk. Customer service representatives form strong relationships with customers, helping identify solutions which will benefit both the customer and the Company. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they dont have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Our primary services to customers are the measurement, fabrication, and installation of quartz, granite, and marble countertops. The CSR team will manage the customer order process from the initial customer request through the completed project.

**Duties and Responsibilities: (Each CSR on our team is responsible for a different part of the job process and will handle some but not all of the below tasks)**

* Schedule appointments

* Enter customer orders into order management system

* Identify and assess customers needs to achieve satisfaction

* Build sustainable relationships and trust with customer accounts through open and interactive communication

* Provide accurate, valid and complete information by using the right methods/tools

* Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

* Keep records of customer interactions, process customer accounts and file documents

* Ordering materials needed to fulfill customers project

* Updating material ETAs

* Follow communication procedures, guidelines and policies

* Understand companys product applications and work with customers to identify best solutions for the project requirements

* Technology savvy and able to maneuver in various Microsoft programs

**Required Knowledge, Skills & Abilities:**

* Attention to detail

* Proficiency in Microsoft Outlook, Excel, and Word

* Proven customer support experience or experience as a client service representative

* Track record of over-achieving quota

* Strong phone contact handling skills and active listening

* Customer orientation and ability to adapt/respond to different types of characters

* Excellent communication and presentation skills

* Ability to multi-task, prioritize, and manage time effectively

* Organizational skills

* Problem Solving

* High school degree

**Preferred Knowledge, Skills & Abilities**:

* Construction scheduling processes

* Countertop products knowledge a plus.

**Education:** High School/GED required, Associates Degree is a plus

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