Job Description

POSITION SUMMARY:

We need an upbeat and reliable Customer Experience Associate to help us ensure our customers are completely satisfied with our products and services. You will field calls and emails with our customers to answer questions and resolve any issues they may have or redirect them to a manager who can better address their needs. Responsibilities also include processing returns and exchanges when necessary. Your primary goal is to provide customers with a smooth transaction and a positive experience.

ESSENTIAL FUNCTIONS:

• Requires individual interaction with customers, developing relationships, and substantial knowledge of products sold.
• Ensure that each customer receives outstanding customer service by providing a customer-friendly environment which includes greeting and acknowledging every customer.
• Educating the customer on the sales process, assessing the customer’s needs, and locating products that closely match their specified color demand.
• Assist clients in selecting slabs and tile for their overall project(s).
• Help coordinate marketing and outreach efforts to architects, designers, homebuilders, and the general public.
• Assist dealers such as fabricators and tile distributors with the sales and ordering process.
• Answering phones, organizing the designer room, filing paperwork, and responding to customer questions.
• Capturing customer/homeowner visits and preliminary selections.
• Creating holds for fabricator selections and sent to account managers.
• Responsible for sale order creation for orders that are sent to the shared Orders email.
• Responsible for list creation for orders that are being picked up or delivered to customers.
• Invoicing and emailing invoices to termed customers.
• Responsible for processing credit card payments and customer checks.
• Maintaining hold report and sending expired holds to account managers.
• Other duties as assigned.

POSITION QUALIFICATIONS

KNOWLEDGE, SKILLS AND ABILITIES:

• Basic computer skills and business telephone etiquette.
• A well-organized and self-directed individual with the ability to prioritize duties.
• Perform all duties and responsibilities promptly to meet time-sensitive deadlines.
• Ability to work well in a team environment.
• An ability to read, analyze, and interpret essential instructions, guidelines, and communications and respond accordingly.
• Must be able to work Saturdays (dependent on branch schedule).
• Must demonstrate showroom sales skills in a high-end work environment.
• Must be able to communicate effectively both verbally and written.
• Must be self-driven, organized, and detailed oriented.
• Must have a professional demeanor and excellent interpersonal skills.

EDUCATION AND EXPERIENCE:

• Associate degree or industry experience preferred.
• Customer service experience in a multi-tasking environment required.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• Ability to be on your feet for extended periods.
• Ability to push/pull/lift to 20+ lbs.
• Ability to work outside in all weather conditions, including seasonally hot or cold temperatures and inclement weather.

Company Description

A national company with the soul of a family business, Architectural Surfaces is a leading importer and distributor of natural stone, engineered stone and tile for residential and commercial applications. The strength of our global sourcing and national presence allow us to offer a deep inventory of the finest quality materials delivered when and where you need them, while our local roots ensure a commitment to knowledge and relationships that run deeper than any transaction. From the fabricators who rely on the consistent quality of our products, to the architects and designers who trust us to treat their clients as our own, to the homeowners they send to our showrooms and stone yards, our goal is the same: an effortless customer experience for each and every one.