Customer Service Representative, Armstrong

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

APPLY HERE