What are the responsibilities and job description for the Customer Experience Associate position at Surya Carpet?
Job Description – Customer Experience Associate
About the Company
Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.’s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold Bob Williams, Livabliss, and RST Brands. Surya Inc. has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times.
Overview:
The Customer Care Associate position is a customer-focused role that is responsible for completing tasks associated with improving the customer’s experience. Candidates must have a positive attitude with a focus on providing outstanding service in customer-oriented contact center environment. In order to do so, this position requires attention to detail and excellent customer service skills.
Responsibilities:
- Provide an exceptional customer experience by engaging directly with our customers via phones and email to answer their questions.
- Process orders with exceptional service.
- Resolve inquiries, concerns, and questions by researching customer issues thoroughly and communicate options for resolution
- Partner with others, including employees in other departments (Retail, Delivery, E-commerce, etc), in a team-based environment to resolve a variety of customer issues
- Provide internal & external customers with accurate and complete information
- Resolve customer issues by identifying the root cause
- Handle highly escalated situations with professionalism, empathy & positivity
- Utilize multiple applications and programs to solve problems and document actions taken
- Clearly communicate problem resolution steps to reassure customer
- Follow up in a timely manner with customers and internal partners on the next steps
Qualifications:
Candidates should thrive and find success within a fast-paced environment.
- 2 years of customer service experience required. Furniture industry experience is considered a plus
- Proficiency with Microsoft Office Suite including Excel, Outlook and Word is required
- Experience with Dynamics AX, STORIS and/or ticketing systems is a plus
- Flexible, adaptive to change and capable of working effectively in a fast-paced environment where quick reaction time and problem solving is critical to success
- Excellent organizational skills with the ability to multi-task
- Strong interpersonal and communications skills; excellent written and verbal expression
- Customer-centric mindset; strongly motivated to always deliver the best possible customer experience
- Professional appearance and a strong work ethic
