Customer Service Representative

The Customer Service Representative will manage individual customer experience & retail Support Specialist plays a pivotal role in ensuring a positive and seamless experience for our customers across various channels, including phone calls, online chats, and email.

This position involves providing accurate product information, resolving inquiries and complaints promptly, and supporting operations to enhance customer satisfaction and loyalty.

We also play a role in sales by finding out the needs of our customers and helping them place orders and answer questions either with our brick-and-mortar stores or through our e-commerce platform.

• Maintain a positive and professional attitude in all customer interactions.
• Address customer inquiries, product questions, and concerns via phone calls, online chats, and email.
• Demonstrate a good understanding of our product offerings, including features, benefits, and installation best practices.

• Ensure prompt response to all customer communications, with a focus on addressing inquiries at the beginning to advanced levels.
• Escalate issues to appropriate channels, when necessary, while actively seeking opportunities to learn and improve.

• Acknowledge and resolve customer complaints in accordance with company policies.
• Document complaints to track trends and provide insights for improvement.
• Escalate unresolved issues through the proper channels as needed.

• Collaborate with various corporate departments to support customers and stores, including ecommerce account assistance, order inquiries, and reporting.
• Assist in processing orders for customers, seizing opportunities to upsell products when appropriate.

• Handle inquiries related to online and in-store orders, provide assistance and documentation as needed.
• Communicate corporate web-based orders to relevant team members for processing.

• Assist department Supervisor as needed.
• Maintain professional and prompt communication with customers, store associates, and corporate employees.
• Perform additional duties as assigned by the department Supervisor.

• Previous experience in customer service or retail environment preferred.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in computer systems and software applications.
• Positive attitude and willingness to learn and adapt.