Two Chicks With A Side Hustle

As our Kanopi Customer Service Representative, you will be one of our go-to resources to ensure that our customers have a seamless shopping experience as we grow our business. You will be responsible for supporting the day-to-day site customer support inquiries including phone calls, emails and chat, helping to guide customers on their shopping journey and close eCommerce sales opportunities. This role requires a combination of communication and service skills and provides a great opportunity to learn and evolve in the eCommerce space.

What you’ll be doing:

  • Responding to, answering, and handling customer inquiries
  • Handling customer requests through web-based chatroom
  • Conducting follow ups on voice mails, abandoned carts and recording activities
  • Entering customer orders on, as well as creating and clearing shipments and deliveries for ceilings, grid, and walls
  • Overseeing orders from entry until fulfillment through online ordering
  • Communicating to customers on lead and delivery times
  • Facilitating ceiling, grid, and wall claims, including research required for claims resolution
  • If necessary, appropriately escalating to management for approval
  • Obtaining information for technical problem resolution related to transportation, logistics and planning to satisfy our customers
  • Communicating and tracking customer feedback to Technical and Marketing Departments to improve overall customer experience
  • Assisting Sales Team in communicating quotes with customers interested in in purchasing our material
  • Communicating with Distribution about fulfillment of Kanopi by Armstrong orders
  • Working in a team atmosphere and covering other teammates’ workload when they are out of the office
  • Exercising strong listening skills and problem-solving skills relative to customer inquiries
  • Transferring or escalating complex calls as appropriate
  • Developing effective written responses
  • Learning SAP and how to find and utilize information within system
  • Following through on customer issues until there is complete resolution and customer satisfaction
  • Utilizing correct internal department resources to solve customer issues
  • Exercising decision-making capabilities to resolve customer issues resulting quickly and effectively in customer satisfaction
  • Evening and weekend coverage will be required as well as supporting coverage during daytime hours for other teammates

What will make you successful:

  • High School Diploma or equivalent
  • Proficiency with Windows-based software and Microsoft Office Suite
  • Startup mindset – great sense of urgency to drive sales and a top-notch customer experience, taking initiative, identifying creative ways to better serve our customers
  • Laser focused on helping customers through their shopping journey and closing sales
  • Comfort with new businesses / unknowns – leading new approaches to servicing customers, helping to develop and evolve operational procedures in partnership with the Kanopi team
  • Excellent organizational skills with propensity to multi-task
  • Superior verbal and written communication/customer service skills, and a commitment to consistently exceed the customer’s expectations
  • Ability to work effectively within a team framework but also be able to work independently
  • Ability to remain patient, even under pressure
  • Self-starter with an excellent work ethic
  • Mountain or Pacific time zone is ideal

Desired Qualifications:

  • 1+ years of customer service experience, ideally in a call center or fielding incoming calls
  • CES/SAP experience, bachelor’s degree preferred
  • eCommerce and/or sales experience

Locations: ID, UT, AZ, MT, WY, CO, NM, WA, OR, CA, NV