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Customer Support Specialist/Inside Sales/Customer Service

2 weeks ago

Charlotte, North Carolina, United States Web-Don Full time

Overview

Our Customer Support Specialists are organized within our Customer Care Hubs, teamed with a Customer Solutions Manager, to offer full cycle, exceptional sales and service to our customers. To excel in this role you will deliver exceptional customer service, have a deep understanding of our products, and demonstrate an ability to manage various customer needs with professionalism and efficiency. This role is crucial for ensuring customer satisfaction and supporting the smooth operation of our branch.

Key Responsibilities:

  • Customer Interaction: Act as the primary point of contact for customers, addressing inquiries, resolving issues, and providing comprehensive information about our cabinets and countertops. Build and maintain strong relationships with clients through effective communication and a genuine commitment to their needs.
  • Product Expertise: Acquire and maintain a thorough understanding of our cabinet and countertop products, including materials, finishes, styles, and installation processes. Use this knowledge to assist customers in selecting products that best fit their needs and preferences.
  • Order Management: Accurately and efficiently process customer orders, ensuring all details are correctly captured and communicated. Monitor the status of orders, handle any changes or adjustments, and follow up to ensure timely delivery and overall customer satisfaction.
  • Problem Resolution: Address and resolve customer complaints or concerns with empathy and professionalism. Employ problem-solving skills to provide effective solutions and ensure a positive outcome for both the customer and the company.
  • Sales Support: Aid in the sales process by offering product recommendations, upselling additional services or products, and supporting promotional campaigns. Work collaboratively with the sales team to achieve branch sales goals.
  • Documentation and Reporting: Maintain precise records of customer interactions, transactions, and feedback. Prepare reports as necessary to track customer satisfaction, order trends, and other relevant metrics.
  • Collaboration: Partner with other branch staff, including the sales team, installation crew, and management, to ensure cohesive and efficient operations. Participate in team meetings and contribute ideas for improving customer service and operational processes.
  • Continuous Improvement: Stay updated on industry trends, new products, and best practices in customer service. Actively seek professional development opportunities and contribute to enhancing the overall customer experience.

Qualifications:

  • Experience: Proven experience in a customer service or sales support role, preferably within the cabinetry, countertops, or related home improvement industry. Retail or sales experience is a plus.
  • Skills: Excellent communication and interpersonal skills, with the ability to handle challenging situations with tact and professionalism. Strong problem-solving abilities and attention to detail.
  • Knowledge: Familiarity with cabinet and countertop products, materials, and installation processes is highly desirable. Proficiency in using customer management software and other relevant tools.
  • Education: High school diploma or equivalent required; associate's degree or higher in business, marketing, or a related field is a plus.
  • Personal Attributes: Positive attitude, strong work ethic, and a passion for providing exceptional customer service. Ability to work both independently and as part of a team.

Job Type: Full-time

Pay: $ $25.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Flexible schedule
  • Health insurance
  • On-the-job training
  • Paid time off
  • Vision insurance

Work Location: In person