Home Store Specialist

3 days ago

Jacksonville, Florida, United States Florida Custom Marble Full time

SUMMARY OF POSITION

The Home Store Specialist is responsible for processing incoming orders from box stores. Communicate with the store associates as well as the end users (homeowners). Provide product knowledge/training and support to store associates. Answer questions and resolve customer concerns. Liaison between home centers and FCM (Florida Custom Marble) and take pride in 'owning' the job order through the entire process.

ESSENTIAL FUNCTIONS

Become fluent in all facets of FCM's home center processes and procedures including navigation of home center portal, FCM's Action Flow (AF) job tracking software, and countertop knowledge (Emit expertise in your field).

Professional mannerism, appearance, and communication are a MUST in person, via email, and over the phone. This is a customer service position that requires high volumes of verbal and written communication and representing the FCM and home centers in a positive way. Be someone YOU would like to work with for countertops in your own home. Be an active listener to engage the customers. Use proper grammar & spelling, and document customer interactions to ensure proper record keeping.

Project Download: Gather incoming orders/POs through portal and make initial contact with homeowner to confirm information and gather missing information. Begin the process of setting customer's expectations by explaining the process and answering questions. Consistently checking and responding to emails, new orders, and store notes.

Order Entry: Gather all final information and specifications needed and enter job in AF. Work closely with the Scheduling department to ensure excellent communication for when the job will be ready for template.

Revisions and Change Orders: Once templates are done in the field, review all photos, notes, and details from that template to determine what changes need to be made in terms of selections, specs, and pricing. Send changes to appropriate store per proper channels/processes. Communicate with store associates to answer any questions and secure the revised POs required to proceed with the job.

Slab Viewings: Meet with customers to view their slabs in person and get signatures for final approval. Follow procedure for re-selection if customer does approve original selection/slabs.

Follow each job through the process to ensure a smooth experience for the home center and Homeowner. Establish relationships with shop and field personnel and be available to answer questions. Make "Happy Calls" once the installation is complete and finish the AF process for job completion.

OTHER DUTIES

Assist with other duties and other departments as needed. Always be a team player. Be willing to help train new hires. Participate in company webinars and training as needed. Attend company meetings and participate in FCM functions as needed.

Job Type: Full-time

Pay: $ $23.00 per hour

Benefits:

  • Dental insurance
  • Health insurance
  • Paid time off

Work Location: In person

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