Client Experience Specialist

Tilebar is a rapidly expanding company that is revolutionizing the tiles industry in the United States through the implementation of cutting-edge technology, innovative practices, and a distinctive product line. Our aim is to reshape the way homeowners shop for tiles and home decor. With an ambitious vision to become the leading player in the multi-billion dollar tiles market, we are seeking a highly motivated and detail-oriented Client Experience Specialist to join our dynamic team. In this role, you will play a vital part in our growth trajectory.

Our Client Experience team members handle all inbound and outbound contacts from our clients efficiently, and thoroughly via voice, email, live chat, messaging, and social media. They act as subject matter experts in all areas within the Customer Relations department. Client Experience Specialist support their peers and management by taking front line and escalated client contacts and see matter through to resolution. Providing a best-in-class experience for all clients.

Essential Duties & Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Responds to clients in an efficient, friendly, and professional manner over the phone, email, social media, or messaging channels
• Demonstrate and uphold department and company guidelines, policies and procedures
• Displays a positive attitude and work with integrity
• Exhibits the ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively
• Demonstrates required skills; adapts to new technologies; troubleshoots technological problems
• Manages difficult or emotional client situations; responds promptly to client needs; solicits client feedback to improve service; responds to requests for service and assistance; meets commitments. Can balance out the best interest of client and company
• Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; selects and uses appropriate communication methods
• Adapts to changes in the work environment; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Builds rapport and establishes trust; asks questions to discover client business needs; applies product and market knowledge effectively; presents solutions that meet client objectives
• Dependable and reliable, follows schedule and instructions, responds to management direction; takes responsibility for own actions
• Shows initiative taking independent actions and calculated risks; asks for and offers help when needed
• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions
• Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly
• Can maintain a high level of professionalism despite any challenging situations that may arise

Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

• Education: High School Diploma or equivalent required
• Experience Minimum (1-3) years of relevant work experience within the Customer Service and Contact Center environment is required.
• Experience or relevant work experience in the Tile, Natural Stone, Textile, Furniture, Building Materials, Interior Design, or e-Commerce industries is strongly preferred
• Knowledge of, and experience with, Microsoft Suite, Sales Pad, Magento, Zendesk systems a plus
• Exceptional problem-solving and math skills

Benefits:

• 401(k) and company match program
• Health, Dental and Vision insurance
• TeleHealth Program
• Disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Paid time off and Personal days
• Free daily lunch

The salary range for this position is $20 to $24 per hour. Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

At Soho Studio LLC/TileBar, we are committed to fostering a workplace that embraces and celebrates diversity, equity, and inclusion. We believe that a diverse and inclusive workforce not only enhances our ability to innovate and succeed but also creates a more enriching and supportive environment for our employees.

Soho Studio LLC/TileBar is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of their race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, age, disability, or veteran status.