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Service Operations Associate

3 months ago

San Marcos, Texas, United States Stonite Surfaces Full time

About Stonite Surfaces: Stonite specializes in the fabrication and installation of premium engineered and natural surfaces tailored for both commercial and residential applications. With a wealth of experience, our team is dedicated to showcasing the potential of every renovation or new construction endeavor.

Position Overview: We are on the lookout for a dedicated Customer Service team member to join our dynamic office. This role is essential in ensuring our operations run smoothly and that our customers receive the highest level of service.

Key Responsibilities:

  • Schedule and manage appointments efficiently.
  • Input customer orders into our order management system accurately.
  • Identify and assess customer needs to ensure satisfaction.
  • Foster sustainable relationships and trust with customer accounts through effective communication.
  • Provide accurate and comprehensive information using appropriate methods and tools.
  • Address customer complaints, offering suitable solutions and alternatives promptly; follow up to ensure resolution.
  • Maintain records of customer interactions, process accounts, and organize documentation.
  • Order materials necessary for customer projects.
  • Update customers on material estimated time of arrivals (ETAs).
  • Adhere to communication procedures, guidelines, and policies.
  • Understand product applications and collaborate with customers to identify optimal solutions for their project needs.
  • Demonstrate proficiency in various Microsoft programs.

Essential Skills and Qualifications:

  • Strong attention to detail.
  • Proficient in Microsoft Outlook, Excel, and Word.
  • Demonstrated experience in customer support or as a client service representative.
  • Proven track record of exceeding performance targets.
  • Excellent phone handling skills and active listening abilities.
  • Customer-oriented with the ability to adapt to various personalities.
  • Outstanding communication and presentation skills.
  • Ability to manage multiple tasks, prioritize effectively, and utilize time efficiently.
  • Strong organizational skills.
  • Proficient problem-solving abilities.
  • High school diploma or equivalent required; an Associate's Degree is preferred.

Preferred Qualifications:

  • Familiarity with construction scheduling processes.
  • Knowledge of countertop products is advantageous.