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 kanopibyarmstrong.com, 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