Showroom lead

Thank you for your interest in joining MSI and becoming part of our growing team. Our showroom is a beautiful, gallery-style environment where we provide selection services to the design community, industry partners, and their end users. This creative setting allows us to connect with individuals from all walks of life while delivering an exceptional customer experience.

We are seeking individuals who have a passion for both people and products. The ideal candidate is naturally helpful, approachable, and committed to providing outstanding customer service while supporting clients throughout their selection process.

Summary: The Showroom Lead is responsible for the day to day supervision of the entire Customer Service Representative (CSR) teams from checking attendance to resolving conflicts.

Seniority Level: Mid-Senior Level

Employment Type: Full-time

Compensation: This hourly, non-exempt position pays from $25 to $28 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $55,000 and $62,000 annually, or more, depending on experience, overtime hours, and bonuses.

To perform this job successfully, the individual must be able to complete the following essential duties and responsibilities:

• Recruiting right employees for the right role
• Presenting performance reviews including quarterly CSR reviews
• Monitoring performance metrics and coaching when needed
• Developing quality, service and productivity for individuals and teams
• Streamlining Order Desk processes by communicating with BPO
• Performing administrative duties such as approving time off requests and making vacation and Saturday schedules
• Holding communication meetings with Transportation, Warehouse, Product and Sales teams
• Holding ongoing and onboarding training with CSRs on products, systems, etiquettes, etc.
• Overseeing showroom traffic and providing assistance as needed
• Reviewing performance matrix which includes missed call volume, BPO SO creation %, manual AP voucher reduction, tagged report, SO cancellation, etc.
• Performs additional duties as required and or requested.

Additionally the candidate must meet the following Education and/or Experience requirements:

• Bachelor's degree (B.
  
  A.) or equivalent from a four-year college or two to four years of related experience and/or training; or equivalent combination of education and experience.
• Two (2) plus years' experience in a professional environment.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, and volume.
• Ability to multitask within the work area - inter team and intra team.
• Ability to determine solutions for customers.
• Must be results-oriented and able to work both independently and within a team environment.
• Must possess excellent verbal and written communication skills.
• Proficient in using Microsoft Office - Outlook, PowerPoint and Excel.

This role has the following physical demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to use their hands to handle objects, tools, or controls; reach with their hands and arms; and communicate verbally. The employee frequently walks, stands and occasionally sits.
• The employee must regularly lift, pull and move up to 25 pounds and occasionally up to 50 pounds. Specific vision abilities required by this job include close vision.

Benefits: MSI offers a comprehensive benefits package designed to support and reward our employees. Depending on the role, this may include:

• Referral, holiday, and annual bonuses or commission opportunities
• Eligibility for an annual merit-based increase
• Paid Time Off
• Medical, Dental, and Vision Insurance
• Company-paid Short Term and Long Term disability;
• Company-paid Life Insurance
• Tuition Reimbursement
• Traditional and Roth 401(k) plans with company matching contributions
• Charitable donation matching programs
• Free, company-sponsored 1-on-1 tutoring for children/dependents of MSI employees in grades k-12, including free tutoring for SAT and ACT tests.