Service Excellence Representative
2 weeks ago
About F. Schumacher & Co.:
F. Schumacher & Co. is a pioneering interior design firm that is transforming the $150 billion global interior design market. As a leader in technological innovation within the design sector, we continuously challenge the status quo and strive for unparalleled quality. With a workforce exceeding 500 employees, we are united by the belief that design enhances life. Our mission is to assist our clients in 'celebrating the feeling of home.' We offer an exquisite range of fabrics, wall coverings, trims, furniture, and accessories, all crafted with meticulous attention to detail and a passion for design. Our extensive product portfolio reflects our commitment to innovation and appreciation for design heritage, showcased in our numerous showrooms worldwide.
Position Overview:
We are seeking a dedicated service representative focused on customer satisfaction. This role serves as a vital link, providing information about our products and services, addressing inquiries, and resolving any issues that may arise for our customer accounts with precision and efficiency.
The primary objective of this team is to uphold exceptional service standards, delivering prompt and accurate responses to customer inquiries while ensuring high levels of customer satisfaction.
We are looking for customer service representatives who are genuinely enthusiastic about assisting clients. This position is ideal for individuals who enjoy engaging with others and recognize the importance of effective communication skills. Problem-solving is a critical aspect of this role, requiring confidence in troubleshooting and investigating to address customer questions or resolve complaints when information is limited.
Key Responsibilities:
- Handle a significant volume of incoming communications, including phone calls, emails, and chats, while adhering to established service level agreements.
- Efficiently process customer returns and claims in accordance with company policies.
- Assist customers through various communication channels, guiding them with their inquiries.
- Address customer complaints with empathy and professionalism, transforming negative experiences into positive resolutions.
- Collaborate with internal teams to resolve issues effectively.
- Work alongside customers, sales, and other support departments to enhance order patterns and efficiencies.
- Timely escalate issues to ensure optimal customer satisfaction.
- Engage cross-departmentally to provide accurate and current information.
- Advocate for clients by identifying and reporting areas for improvement in the customer experience.
- Establish and maintain sustainable relationships with customer accounts through open communication.
- Achieve personal and team sales targets and call handling quotas.
- Document customer interactions, manage accounts, and maintain records.
- Adhere to communication protocols, guidelines, and policies.
- Possess foundational knowledge of all F. Schumacher products and services.
- Support order processing as needed.
- Review and process trade applications.
- Update and maintain customer records.
The salary range for this position is $45K to $48K annually.
Work Environment:
This is a hybrid role, requiring onsite presence four days a week at our corporate headquarters.
Qualifications:
- Ability to work independently and collaboratively within a team.
- Strong analytical and problem-solving capabilities.
- A personable individual with a commitment to delivering an exceptional customer experience.
- Excellent verbal and written communication skills.
- High level of ownership, accountability, and initiative.
- Ability to multitask and adapt to changing business needs.
- Forward-thinking mindset, with a focus on growth and evolution.
- Composed, professional demeanor with adept problem-solving skills.
- Proficiency in MS Office applications, including Excel, Outlook, and Word.
- Previous experience in a customer service role.
Your well-being is our priority. Our benefits and total compensation packages are designed to support you and your family.
Wealth Benefits:
- Competitive salary.
- Corporate annual profit sharing.
- 401K plan.
- Dental coverage.
- Medical coverage.
- Prescription drug plan.
- Vision coverage.
- Health savings account (HSA).
- TELADOC services.
- 25 days of paid time off (PTO).
- 10 company holidays.
- Bereavement leave.
- Life insurance.
- Flexible spending accounts (FSA).
- AFLAC plans (accident and critical illness).
- Pet insurance.
- Short-term and long-term disability.
- Parental medical leave.
- Child bonding leave.
- Employee discounts.
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