Company Description
Since 1985, The Tile Shop has committed itself to inspiring and realizing home decor ideas and creating beauty both indoors and out. We take great pride in our ability to provide an agile and supportive team environment focused on evolving our ever-growing business needs. Our people thrive because they want to make a difference and are passionate and committed to bringing big ... ideas to life!
Hybrid work model: 3 days in office/2 days at home
Job Description
Customer Support Representatives assist customers with store and product concerns as well as address questions regarding products, policies and more. We help our customers understand their products by answering questions and providing technical assistance, easing the customers’ reservations, they are considered to have somewhat of a role in sales. The Level 1 Customer Support Representative helps support the rest of the team answering questions on their ecommerce orders as well as helping communicate with our online customers.
• Maintain a positive, professional attitude and provide honest, accurate information to customers at all times through:
• Phone calls
• Online chats at tileshop.com
• Email
• Have a good understanding of the materials that we sell including features, benefits, and installation “best practices.”
• Prompt response is expected on all communication. Answer beginning to advanced level product inquiry questions. Escalate but learn only when necessary.
• Acknowledge and resolve customer complaints. Reinforcing our Company Policies and when necessary, escalating the call through the proper channels. Document complaints to assist in tracking trends.
• Help the Customer & Sales Service Manager identify opportunities through customer interaction to improve overall customers’ experience. Keep a comprehensive record of all customer transactions including reviews, emails, chats, and phone calls.
• Work with all corporate departments to make sure that our customers and stores are supported. This includes, but not limited to, ecommerce account password resets, ecommerce order questions, reporting field training and communication opportunities.
• Answer any questions that our customers have on their orders including online and instore orders. If the answer isn’t apparent, document communication on the customer in POS and escalate when needed.
• Respond to online reviews (Google, Yelp, Facebook) in a timely manner. Report and communicate all reviews to those impacted.
• Update competitive businesses by location in our reputation management software.
• Log and communicate all corporate web-based orders to the Level 2 Customer & Sales Representative and the department Supervisor.
• Help place orders for customers when they call inquiring about our products. Seize opportunities to upsell products when they arise.
• Professional, pertinent, and prompt verbal and written communication with customers, store associates, and corporate employees is a must.
• Help support the Level 2 Customer & Sales Representative along with the department Supervisor.
• And additional duties when needed.
Qualifications
• Previous experience in a customer support role
• Inside Sales experience
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• High school degree or equivalent
Additional Information
At The Tile Shop, we are committed to developing the WHOLE you, not just the WORK you. Our benefits program is our investment in you as an important contributor to our success, and we are proud of our highly competitive package.
• Competitive Pay
• Individual Career Growth Opportunities
• Competitive & Comprehensive Benefit Package
• HSA Employer Contributions
• 401(k) Plan with employer matching
• Team Focused Work Environment
The Tile Shop is an Equal Opportunity Employer
