Client Experience Specialist (I, II & III)

Job Description

Custom Decorators, Inc. (CDI) is the premiere in-home design and installation service for major retailers in North America, specializing in custom-made window blinds, shutters, and drapery. Our professional designers and installers across the U.S. and Canada provide homeowners with expert guidance, the highest quality products, and professional installation. We manage all aspects of our clients' projects from the creative concept through the ordering process and installation. For over 25 years, our innovation, expertise, and value have offered the ideal shop at home solutions for our clients' window fashion needs.

 Job Summary

The Client Experience Specialist (CES) is part of the Client Experience Department, which consists of four key functions that support the client’s experience purchasing CDI products. These functions are Scheduling, Order Entry, Installation Services, and Customer Service. The Client Experience Specialist will be assigned to one of these four specialty functions and will have the opportunity to cross-train and support multiple functions within each specialty based upon individual knowledge, skills, and abilities. 

 The CES will also include a level designation (I, II, or III) with the following experience and role distinctions:

 CES I – Entry-level role with the organization, with minimal experience. 

 CES II - Demonstrated performance to be high level of productivity and quality and/or significant functional experience. Typically, cross-trained to perform multiple functions within the CES department. May include lead responsibilities such as training, reporting, work management, and escalation support.

 CES III - Key leadership support for supervisor. Responsibilities include CES training and coaching, reporting, work management, and escalation support. Typically seen as a supervisor- in-training role.

 Essential Job Functions

 Client Experience Group Overview

• Support key constituent groups including Customers, Designers, Installers, and corporate office through inbound and/or outbound communications.
• Educate the Client by clearly communicating and emphasizing the benefits of our service while minimizing client concerns.
• Capture and maintain accurate and complete information into CRM system. 
• Manage and resolve complicated situations relating to Client orders. 
• Work with supervisory team to identify effective resolutions for key constituent groups.
• Maintain individual and team service level targets.
• Identify and report trends in Customer, Designer, and Installer satisfaction or dissatisfaction.
• Additional position related duties and/or projects may be assigned.

 Client Experience: Scheduling

• Process incoming leads and assign to CDI Designers.
• Take incoming phone calls and/or make outbound calls pertaining to scheduling requests.
• Promptly respond to scheduling concerns from Designers, Sales Managers and Clients received by phone or email.

Client Experience: Order Entry/Processing

• Process incoming product orders through order management system.
• Identify and communicate order errors to designer and/or installer teams.
• Process and support client and channel payments through web-based or in-store processes.
• May require making outbound or taking inbound calls from Clients/Designers/Managers.

 Client Experience: Installation Services

• Assist with Installer compliance to scheduling and paperwork benchmarks.
• Communicate by phone/email with Clients and Installers for completion paperwork.
• Review documents and submit through order management system.

 Client Experience: Customer Service 

• Identify the correct plan of action to resolve the client’s concerns quickly and correctly. 
• Provide a high quality of service by following through on determined plan of action.
• Work efficiently and accurately to ensure client’s expectations are met or exceeded. 
• Communication by phone and/or email is required with Clients, Designers, Installers, Region Sales Managers, and Vendors.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position(s).

 Job Competencies

• Basic knowledge of MS Office with emphasis on Word and Excel
• Good communication, organizational, analytical and math skills
• Outstanding customer service and conflict resolution skills
• Typing and Ten Key by touch
• Excellent multi-tasking skills with ability to shift priorities
• Team player with positive attitude and work ethic
• Comfortable working in a fast-paced environment
• Highly adaptable to change
• Excellent telephone personality
• Detail oriented
• Effective time manager
• Global thinker

 Education and/or Experience

• 1 years’ experience in a call center, customer service, or order desk environment
• 1 years’ experience in general administrative duties
• Bilingual English/French or French Canadian is a plus
• Bilingual English/Spanish is a plus

 Job Conditions

• Office environment with business-casual/casual attire
• Able to work hybrid (Portland office/remote combo) or 100% remote for many positions
• For hybrid or 100% remote work, minimum internet bandwidth is required
• Routine usage of multiple computer screens simultaneously
• FSLA non-exempt status; regular business hours include Monday - Friday, 40 hours per week
• On occasion required to exceed 8 hours per day and/or 40 hours per week

 Travel

• Job does not require travel

 Compensation/Benefits

• Pay commensurate with experience
• Medical, Dental and Vision plan
• Company contribution to an HSA account annually
• Company paid STD/LTD/Life Insurance
• 401(k) with Company matching
• Above industry standard Paid Time Off (PTO), including paid holidays (8) and a Wellness Day (1)
• Opportunities to work holidays are paid at double-time hourly compensation (Thanksgiving & Christmas Day excluded; office is completely closed these two holidays)
• Company provided mental health and financial wellness programs
• Life Assistance Program 100% company-paid