Client Experience Specialist I
3 weeks ago
Job Description
Custom Decorators, Inc. (CDI) is the premiere in-home design and installation service for major retailers in North America, specializing in custom-made window blinds, shutters, and drapery. Our professional designers and installers across the U.S. and Canada provide homeowners with expert guidance, the highest quality products, and professional installation. We manage all aspects of our clients' projects from the creative concept through the ordering process and installation. For over 25 years, our innovation, expertise, and value have offered the ideal shop at home solutions for our clients' window fashion needs.
Job Summary
The Client Experience Specialist (CES) is part of the Client Experience Department, which consists of four key functions that support the client’s experience purchasing CDI products. These functions are Scheduling, Order Entry, Installation Services, and Customer Service. The Client Experience Specialist will be assigned to one of these four specialty functions and will have the opportunity to cross-train and support multiple functions within each specialty based upon individual knowledge, skills, and abilities.
The CES will also include a level designation (I, II, or III) with the following experience and role distinctions:
CES I – Entry-level role with the organization, with minimal experience.
CES II - Demonstrated performance to be high level of productivity and quality and/or significant functional experience. Typically, cross-trained to perform multiple functions within the CES department. May include lead responsibilities such as training, reporting, work management, and escalation support.
CES III - Key leadership support for supervisor. Responsibilities include CES training and coaching, reporting, work management, and escalation support. Typically seen as a supervisor- in-training role.
Essential Job Functions
Client Experience Group Overview
- Support key constituent groups including Customers, Designers, Installers, and corporate office through inbound and/or outbound communications.
- Educate the Client by clearly communicating and emphasizing the benefits of our service while minimizing client concerns.
- Capture and maintain accurate and complete information into CRM system.
- Manage and resolve complicated situations relating to Client orders.
- Work with supervisory team to identify effective resolutions for key constituent groups.
- Maintain individual and team service level targets.
- Identify and report trends in Customer, Designer, and Installer satisfaction or dissatisfaction.
- Additional position related duties and/or projects may be assigned.
- Process incoming leads and assign to CDI Designers.
- Take incoming phone calls and/or make outbound calls pertaining to scheduling requests.
- Promptly respond to scheduling concerns from Designers, Sales Managers and Clients received by phone or email.
- Process incoming product orders through order management system.
- Identify and communicate order errors to designer and/or installer teams.
- Process and support client and channel payments through web-based or in-store processes.
- May require making outbound or taking inbound calls from Clients/Designers/Managers.
- Assist with Installer compliance to scheduling and paperwork benchmarks.
- Communicate by phone/email with Clients and Installers for completion paperwork.
- Review documents and submit through order management system.
- Identify the correct plan of action to resolve the client’s concerns quickly and correctly.
- Provide a high quality of service by following through on determined plan of action.
- Work efficiently and accurately to ensure client’s expectations are met or exceeded.
- Communication by phone and/or email is required with Clients, Designers, Installers, Region Sales Managers, and Vendors.
Job Competencies
- Basic knowledge of MS Office with emphasis on Word and Excel
- Good communication, organizational, analytical and math skills
- Outstanding customer service and conflict resolution skills
- Typing and Ten Key by touch
- Excellent multi-tasking skills with ability to shift priorities
- Team player with positive attitude and work ethic
- Comfortable working in a fast-paced environment
- Highly adaptable to change
- Excellent telephone personality
- Detail oriented
- Effective time manager
- Global thinker
- 1+ years’ experience in a call center, customer service, or order desk environment
- 1+ years’ experience in general administrative duties
- Bilingual English/French or French Canadian is a plus
- Bilingual English/Spanish is a plus
- Office environment with business-casual/casual attire
- Able to work hybrid (Portland office/remote combo) or 100% remote for many positions
- For hybrid or 100% remote work, minimum internet bandwidth is required
- Routine usage of multiple computer screens simultaneously
- FSLA non-exempt status; regular business hours include Monday - Friday, 40 hours per week
- On occasion required to exceed 8 hours per day and/or 40 hours per week
- Job does not require travel
- Pay commensurate with experience
- Medical, Dental and Vision plan
- Company contribution to an HSA account annually
- Company paid STD/LTD/Life Insurance
- 401(k) with Company matching
- Above industry standard Paid Time Off (PTO), including paid holidays (8) and a Wellness Day (1)
- Opportunities to work holidays are paid at double-time hourly compensation (Thanksgiving & Christmas Day excluded; office is completely closed these two holidays)
- Company provided mental health and financial wellness programs
- Life Assistance Program 100% company-paid
-
Client Access Specialist I
6 days ago
Portland, United States Mac's List Full timeDescription Thank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered...
-
Client Access Specialist I
7 days ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern!Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Client Access Specialist I
6 days ago
Portland, United States Mac's List Full timeDescription Thank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered...
-
Client Access Specialist I
7 days ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Client Access Specialist I
1 week ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Client Access Specialist I
6 days ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern!Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Client Access Specialist I
6 days ago
Portland, United States Central City Concern Full timeCentral City Concern offers integrated housing, health care, and employment services with the long-term goal of eliminating homelessness. Our Client Access team supports the following locations Blackburn, Evergreen Crossing, Imani, Old Town Clinic, O Specialist, Client, Medical, Insurance, Healthcare, Patient, Skills
-
Security Specialist
22 hours ago
Portland, Oregon, United States Security Industry Specialist Full timeAbout this position:Department: Retail Location (City/State): Tigard, OREmployment Type: FT & PTAbout us:Security Industry Specialists, Inc. (SIS) provides security solutions to some of the most recognized companies and brands in the world. We deliver services that consistently exceed those of our peers. We accomplish this through innovation, constant...
-
Guest Experience Specialist
3 days ago
Portland, United States Marriott International Inc Full timeJob Number 24090994 Job Category Rooms & Guest Services Operations Location Residence Inn Portland Downtown/Pearl District, 1150 NW 9th Avenue, Portland, Oregon, United States VIEW ON MAP Schedule Full-Time Located Remotely? N Relocation? N Position Type Non-Management POSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and...
-
Guest Experience Specialist
1 day ago
Portland, United States Marriott International, Inc Full timeJob Number 24090994Job Category Rooms & Guest Services OperationsLocation Residence Inn Portland Downtown/Pearl District, 1150 NW 9th Avenue, Portland, Oregon, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management POSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out....
-
Guest Experience Specialist
1 day ago
Portland, United States Marriott International, Inc Full timeJob Number 24090994Job Category Rooms & Guest Services OperationsLocation Residence Inn Portland Downtown/Pearl District, 1150 NW 9th Avenue, Portland, Oregon, United States VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Non-Management POSITION SUMMARY Our jobs aren’t just about giving guests a smooth check-in and check-out....
-
Client Services Specialist
1 hour ago
Portland, United States Ascensus Full timeNewport, an Ascensus company, helps employers offer their associates a more secure financial future through retirement plans, insurance and consulting services. Newport offers comprehensive plan solutions and consulting expertise to plan sponsors and the advisors who serve them. As a provider and partner, Newport is independent, experienced, and...
-
Client Support Specialist I
6 hours ago
Portland, United States ASK Staffing Full timeSUMMARY Responsible for providing software product support, technical support and general customer service for Greater Giving clients, via inbound phone calls to ensure optimal fundraising success for our clients. ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned) Responds to inbound phone inquiries from clients and partners regarding the...
-
Portland, United States LifeWorks Northwest Full timeOffice Support Specialist I #746/FSC Support Specialist #1485 The FSC Family Support Specialist is responsible for answering inquiries, obtaining information, distributing referrals, and documenting work in front office setting. This position provides support to clinical, prevention, and clients. Typically handles the more complex administrative functions...
-
Client Access Specialist II
6 hours ago
Portland, United States Mac's List Full timeDescription Thank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered...
-
Client Access Specialist II
1 day ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Customer Experience Specialist
1 month ago
Portland, United States ReVision Energy Full time** Revision Energy** ** Customer Experience Specialist** South Portland, ME 04106 ReVision Energys South Portland, Maine location is currently looking for an individual who is excited to be on the front lines of solars rapid growth as a Customer Experience Specialist. This is a full time, office-based, M-F position. experience **ABOUT REVISION:**...
-
Client Access Specialist II
24 hours ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern!Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Client Access Specialist II
1 day ago
Portland, United States Central City Concern Full timeThank you for your interest in career opportunities at Central City Concern! Since 1979, the Portland Community has trusted Central City Concern (CCC) to help people create meaningful, long-term change. Every year, we serve more than 13,000 people experiencing, or at risk-of, homelessness with affordable and supportive housing, person-centered health care,...
-
Tech Specialist I
2 weeks ago
Portland, United States Transition Projects Full timeJob Details Job Location Mt. Scott (MSO) - Portland, OR Position Type Full Time Salary Range $25.25 - $25.25 Hourly Job Shift Monday - Friday 9AM - 5PM Job Category Information Technology Description POSITION DESCRIPTION Position: Technology Specialist I Supervisor: Information Manager Location: Mount Scott Office; 7916 Se Foster Rd. Hours: Monday -...
