Job Description

At Exemplis, our heart, soul and mission is to provide our customers what they want, how they want it, when they want it.  The only way we’re able to deliver on this mission every day is through our exceptional team of bright, engaged, and dynamic talent. When you join our Customer Experience team, you’ll help deliver some of the best service within our industry by bringing your passion for people and drive to deliver excellence with each customer interaction. This opportunity is for someone passionate about cultivating relationships, providing a world-class experience and who is energized by a fast-paced environment.

This isn’t your average call center. As a Customer Experience Representative, your primary mission will be to be an advocate and solution seeker for our customers and internal partners. Through effective communication and pro-active decision making, you will own the intricate order details of the thousands of custom products we ship daily. To be successful in this role you will need strong critical thinking, a detail oriented skill set, and an unparalleled desire to exceed our customers’ expectations. Are you ready to join our obsession?!

RESPONSIBILITIES AND ESSENTIAL FUNCTIONS:

• Serves as a liaison between our customers and internal departments to advocate and solve for various custom order complexities.
• Provides exceptional phone, email, and chat support to our customers: going beyond just answering questions such as order status, pricing, custom order options, and changes to orders.
• Ensures that customer inquiries are resolved promptly (within 24 hours or less) in an accurate, polished and professional manner that exceeds customer expectations.
• Confirms understanding of customer’s needs and requests with genuine curiosity.
• Exudes a high touch approach to every order from entry through delivery.  
• When appropriate, escalates more complex issues after independently trying to resolve concerns.
• Advises customers on Exemplis systems & processes to enhance their experience with the brand.
• Adheres to service, performance and operational standards established for Customer Service (KPIs). Engage in continuous learning/training sessions.

QUALIFICATIONS, SKILLS AND EDUCATION

Required qualifications:

• High school diploma or equivalent required.
• 1+ year experience in customer service.
• Strong communication skills.
• Positive and welcoming attitude with a collaborative spirit.
• Excellent follow up and follow through.
• Detailed orientated and highly organized.
• High degree of self-initiative and adaptability.
• Embraces and thrives in a dynamic and fast paced environment.

Preferred qualifications:

• Bachelor’s Degree
• Proficiency in SalesForce, Microsoft Dynamics AX, Outlook & Microsoft Suite 
• Hospitality or contract furniture industry background
• Experience working in a call center
• 50 + wpm

Company Description

Exemplis is the fastest-growing office furniture and e-commerce company in the industry! We’re an entrepreneurial company offering infinite possibilities. Being a one-stop-shop means our customers can have everything they need to create exactly what they want. Our world-class customer service, fastest shipping, biggest textile program, and award-winning designs have made us the industry leader for over 25 years. Our SitOnIt Seating brand was created to give our customers what they want, how they want it, when they want it. Today, we’re constantly reimagining how space, textile, and design can help everyone—from medical offices to Fortune 500 companies to home offices across North America—get more out of their day. People are at the core of our business, and on our team, everyone makes an impact. We absolutely owe our success to our incredible group of talented employees who bring equal parts skill, passion, drive – and of course, fun -- to the table each and every day. We have created a workplace that is inclusive and diverse -- where everyone can be their authentic self, and where that authenticity is celebrated. By creating an environment where people from every background can thrive, Exemplis becomes a better and more successful company. We’re proud to be a company that gives back to the very communities that our team members live and work in. Our giving ethos focuses on three buckets of impact: sustainability, community outreach and transparent operations. From donating lobby seating to medical clinics in low-income neighborhoods—to our yearly giving week and toy drive for Toys for Tots – we believe collaboration, kindness and authenticity are essential to our humanity.