What are the responsibilities and job description for the Client Experience Specialist I position at Custom Decorators Inc?
Customer Experience Specialist
Job Description
Custom Decorators, a division of Hunter Douglas, is the premiere in-home design and installation service for major retailers in North America, specializing in custom-made window blinds, shades, 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 Customer Experience Specialist will interact with the company’s customers by addressing inquiries and resolving complaints. The CES interacts with customers via telephone, email, online chat, or in person to provide support and information on an assigned product or service, ensuring that appropriate actions are taken to resolve customers’ problems and concerns.
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
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Uses knowledge of a specific product, service, or other assigned area of expertise to answer inquiries or to forward to the appropriate staff.
• Supports key constituent groups including Customers, Designers, Installers, and corporate office through inbound and/or outbound communications.
• Educates the Client by clearly communicating and emphasizing the benefits of our service while minimizing client concerns.
• Captures and maintains accurate and complete information into CRM system.
• Manages and resolves complicated situations relating to customer orders.
• Works with supervisory team to identify effective resolutions for key constituent groups.
• Maintains individual and team service level targets.
• 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.
• Performs other related duties as assigned.
Job Competencies
• Excellent communication skills including active listening.
• Service-oriented and able to resolve customer grievances.
• Proficient computer skills with the ability to learn new software.
Customer Experience Specialist (CES) Job Description February 2025
• Knowledge of, or ability to learn, product, service, or area of customer service specialization.
• 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.
• Excellent multi-tasking skills with ability to shift priorities.
• Team player with a positive attitude and work ethic.
• Comfortable working in a fast-paced environment.
• Highly adaptable to change.
• Excellent telephone personality.
• Detail oriented.
• Effective time manager and ability to work with minimal supervision.
Education and Experience
• High school diploma or equivalent.
• 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 (Canada).
• Bilingual English/Spanish is a plus (United States).
Physical Requirements
• Prolonged periods sitting at a desk and working on a computer.
Job Conditions
• Remote-first workplace.
• For Portland, Oregon based employees, able to work hybrid (Portland office/remote combo) as desired.
• For hybrid or 100% remote work, minimum internet bandwidth is required.
• Routine usage of multiple computer screens simultaneously.
• FLSA non-exempt, hourly position.
• On occasion it is required to exceed 8 hours per day and/or 40 hours per week; standard overtime rates applicable.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position(s).
Travel
• Job does not require travel.
Compensation/Benefits
• Pay commensurate with experience.
• Medical, Dental and Vision plan.
• 401k w/company matching; 100% vested at time of eligibility.
• Company contribution to an HSA account annually.
• Company paid STD/LTD/Life Insurance.
• Above retail-industry standard for paid time off; plus 9 company holidays.
• Opportunities for working holidays are paid double-time hourly compensation (Thanksgiving and Christmas Day excluded; office is completely closed these two holidays).
• Company provided mental health and financial wellness programs.
This job description has been approved by all levels of management. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
