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Client Relations Associate

2 months ago

Onalaska, Wisconsin, United States HOM Furniture Full time

Customer Experience Representative

Location: Rochester, MN

Employment Type: Regular Full Time

Qualifications

To excel in this role, candidates must successfully fulfill each essential duty. The qualifications outlined below reflect the knowledge, skills, and abilities necessary for this position. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions. Candidates must be at least 16 years of age.

EDUCATION AND EXPERIENCE

A high school diploma or equivalent (GED) is required or must be in progress. A minimum of three months of relevant customer service experience or training is preferred.

LANGUAGE PROFICIENCY

Proficiency in English, both spoken and written, is essential. This role requires the ability to read and interpret various documents, including instructions, correspondence, memos, safety guidelines, and procedural manuals. Candidates should be capable of composing routine reports and correspondence and must possess effective communication skills for interactions with customers and colleagues.

MATHEMATICAL APTITUDE

Basic mathematical skills are necessary, including the ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals. Candidates should also be able to compute rates, ratios, and percentages.

PHYSICAL REQUIREMENTS

The physical demands outlined here represent the requirements necessary for an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities. While performing job duties, employees are regularly required to stand, walk, and communicate. Occasionally, employees may need to sit, use hands for handling objects, reach with arms, climb, balance, stoop, kneel, crouch, or crawl. Employees must be able to lift and/or move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

REASONING ABILITY

Must possess the ability to solve practical problems and handle various concrete variables in situations with limited standardization. The ability to interpret a variety of instructions provided in written, oral, diagrammatic, or schedule form is essential.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee may encounter while performing essential functions. Reasonable accommodations may be made for individuals with disabilities. The noise level in the work environment is typically moderate.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties include, but are not limited to, the following:

COMMITMENT TO TRAINING AND DEVELOPMENT

  • Participate in all training sessions and complete assigned lessons promptly.
  • Attend and engage in scheduled training and sales meetings.
  • Identify opportunities for personal growth and collaborate with management to enhance performance.

MEASURING SUCCESS

  • Submit accurate sales reports as directed by management.
  • Maintain organized records.
  • Conduct self-evaluations of performance.
  • Set and strive to exceed productivity targets.

CUSTOMER SERVICE EXCELLENCE

  • Exhibit a customer-centric attitude in alignment with company standards.
  • Maintain a professional and polished appearance.
  • Communicate effectively with customers in both verbal and written formats.
  • Welcome all customers warmly.
  • Assess customer needs through appropriate inquiries.
  • Address and resolve customer objections.
  • Process customer orders and returns, verify inventory, and schedule pickups and deliveries.
  • Provide estimated delivery dates based on knowledge of production and delivery timelines.
  • Request customer email addresses consistently.
  • Handle cash, checks, credit card transactions, and finance applications.
  • Adhere to payment acceptance policies.
  • Balance financial records and prepare deposits.
  • Manage and distribute memos, mail, and faxes.
  • Assist management and showroom staff with various support tasks, including verifying product information and customer account balances.
  • Maintain daily reports on financed orders, sold items not delivered, daily journals, thank you notes, special orders, and profit margins.

FOSTERING A POSITIVE WORK ENVIRONMENT

  • Support management and colleagues, providing training and assistance as needed.
  • Adhere to all company policies and procedures.
  • Embrace change and maintain a positive attitude.
  • Adjust work hours to meet business needs.
  • Perform light cleaning tasks to ensure showroom cleanliness.

UPHOLDING COMPANY STANDARDS

  • Consistently demonstrate customer service skills in line with company methodology.
  • Ensure accuracy in customer service tasks, including invoicing, special orders, discounts, and delivery charges.