What are the responsibilities and job description for the Customer Success Specialist position at Architectural Designs Inc?
About Architectural Designs
Architectural Designs is a marketplace for home owners looking for single-family, multi-family, garage and ADU home plans. Thousands of customers start their home building journey with Architectural Designs and our portfolio of over 25,000 plans. Our mission is to be the leading independent technology partner and marketplace provider for high quality home plans, and we have a lot of opportunity ahead. We are a Connecticut-based, family-owned business, and we have been selling house plans to builders and homeowners for generations. Check us out at www.architecturaldesigns.com or on IG @adhouseplans.
About the team
Our Customer Success team is responsible for managing conversations with prospective customers, converting prospects to paying customers, and stewarding the order process to fulfillment status. As a key member of the high performing Customer Success team, you will handle dozens of inquiries weekly. The team is highly tenured and comes with deep industry knowledge, representing over two decades of collective experience.
Conversations range from providing high level guidance on what our plans include, to managing complex modification requests on home plans, to providing consultative services with the goal of driving purchases and winning business from our competition. The job requires coordinating communications from our existing customers and prospects, liaising with our design partners, and collaborating closely with our content team which is responsible for all details and data related to our plans and products.
What you’ll do
We are looking for an experienced, enthusiastic, “people person” to join our seasoned Customer Success team. The ideal candidate for the Customer Success Specialist role thrives in a fast-paced environment and has experience with high call volume with customers. In addition to fielding calls, important responsibilities include answering email inquiries and Live Chat requests, processing and tracking orders, communicating with our business partners and troubleshooting when necessary. You will be trained in our custom CMS that manages all facets of what we do.
- Manage customer inquiries across email, phone calls and Live Chat
- Process and fulfill orders
- Handle questions from prospects and past customers
- Manage our ecosystem of designers and partners to fulfill plan orders or modify plans
- Share feedback with internal and external stakeholders
Who you are:
- A minimum of 2 years of experience in a Customer Service role
- Exemplary verbal and written communication skills
- Ability to juggle multiple projects at once
- Ability to respond to questions about a complex, high-cost product
- Ability to operate in a fast-paced environment with a challenging customer base
- Proficiency in Microsoft Office suite in a PC environment
- Knowledge in home design and/or home building a plus
- Associate or Bachelor’s degree
- Experience working with architectural or construction documents, or the broader building industry, is a plus
We are looking to fill the position immediately. The role is in our Fairfield, CT office.
About the job:
Job Type: Full-time and in-person
Benefits:
- Annual bonus opportunities
- Some hybrid work permitted
- 401(k) and matching
- Health insurance
- Paid time off
- Weekly lunches
- Generous company holidays and PTO policy
Ability to commute/relocate:
- Fairfield, CT 06825: Reliably commute or planning to relocate before starting work (Preferred)
Experience:
- Customer service: 2-4 years (required)
- Client Services Occupations: 2 years (preferred)
Job Type: Full-time
Pay: $62,380.00 - $66,285.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Compensation Package:
- Bonus opportunities
- Yearly bonus
Ability to Relocate:
- Fairfield, CT 06825: Relocate before starting work (Required)
Work Location: In person
Salary : $62,380 - $66,285
