Customer Service Representative

“We help our customers find appliances for their dream kitchens”

Our team is growing and expanding! If you want an exciting job with an innovative retail and e-commerce company, join the Designer Appliances team. As a Customer Service Representative, you'll be the cornerstone of communication internally, as well as with our customers, manufacturers and various service providers. Our customers and the sales team will count on you to drive issues to resolution and the management team will depend on your insights to identify trends.

This role is ideal for candidates who would like to have an opportunity to advance their careers in customer service, e-commerce and retail operations in a fast-growing organization.

About Designer Appliances:

At Designer Appliances, we inspire customers to enjoy the daily pleasure of their homes through a carefully curated selection of premium home appliances for indoor and outdoor kitchens.

POSITION SUMMARY: Customer Service Representative

The Customer Service Representative has primary responsibility for handling inbound and outbound customer communications and support needs via multiple channels. Channels include phone, email, cha, and text. The CSR manages a broad spectrum of customer questions and requests, pivoting easily between pre and post-sale business processes.

The CSR accepts ownership for effectively processing complex customer transactions from initiation through completion. Transaction types include placing orders, scheduling deliveries, installations and service requests, processing payments, credits, and return authorizations, managing backorders, and registering warranty and rebate claims.

As the primary liaison for customer issues and problems, the CSR is directly responsible for skilled handling of service failures and ensuring successful recovery.

Key Responsibilities

• Daily monitoring of inbound and outbound customer communications and support needs via phone and email.
• Provide accurate, timely and thorough follow through on all customer interactions to ensure proper action is taken.
• Manage existing and future customers to initiate relationships, promote customer engagement, and ensure repeat business and referrals.
• Proactively work to decrease customer effort across touchpoints, with an eye for process improvements and opportunities to avoid downstream issues.
• Diffuse and deescalate service failures. Provide solutions and ideas to drive successful resolutions.
• Thorough and accurate reporting in CRM (NetSuite) and other databases.
• Work closely with the sales department to ensure seamless processing of customer orders.
• Attend educational seminars / trainings to improve product knowledge, skillset and performance level.
• Meet personal and team productivity targets / scorecards.
• Other duties as assigned

What We Have

• A cutting edge showroom for kitchen and outdoor products
• A team that loves helping customers (and each other)
• An open mind for new ideas
• An exciting atmosphere with endless learning opportunities

What You Need To Succeed

• Passion for customer service and problem solving. You love taking on difficult challenges and finding creative solutions. You don't get flustered easily. If you don't know the answer, you'll dig until you find it
• You like helping people. You get a kick out of getting people to those aha! moments. You are patient, level-headed, and cool under pressure. Teaching someone something new makes you feel warm and fuzzy inside.
• You pay attention to the details. As far as you're concerned, anything worth doing is worth doing right, every single time. You stay focused, and nothing falls through the cracks on your watch.
• You are motivated and driven. You volunteer for new challenges without waiting to be asked.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

COVID-19 considerations:
Not at this time.

Experience:

• Customer Service: 3 years (Required)

Work Location: In person