Customer Service Representative

WOW USA INC.

12855 S Kirkwood Rd. Stafford TX – 77477

CUSTOMER SERVICE REPRESENTATIVE

Job description

Monday thru Friday 9:00 am-5:10 pm

About Us:

WOW USA Inc is a leading and innovative tile company specializing in high-quality, stylish, and durable tiles for residential and commercial spaces. We are committed to exceeding customer expectations by providing top-notch products and exceptional customer service. As a Customer Service Representative at WOW USA Inc, you will be an integral part of our customer-centric team, responsible for building strong relationships with our clients and ensuring their satisfaction with our products and services.

Full Time Position

We are seeking a dedicated and personable Customer Service Representative to join our dynamic team at WOW USA Inc. The ideal candidate should have a passion for delivering outstanding customer experiences, a strong knowledge of our tile products, and the ability to handle a wide range of customer inquiries with professionalism and enthusiasm. As a Customer Service Representative, you will interact with customers through various communication channels, resolve issues, and provide accurate information about our products and services.

Job Summary:

The Customer service team member is directly responsible for receiving, processing and responding to customer orders. You will be responsible for the timely and accurate delivery of purchase orders. This position requires attention to detail and the ability to prioritize and work closely with others. Other tasks and projects will be assigned as needed. The ideal candidate will enjoy a fast-paced, fun, team-oriented office setting. The right candidate will be a professional responsible for addressing customer needs and making sure they have a good experience, as well posses the skills to empathy, solve problems, be an active listener and communicate accurately with the customers.

Essential Duties & Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Review purchase orders for accuracy
• Effectively perform data entry and verification of customer orders/ assist customers with order placement, tracking, and updates on delivery status
• Responds to customer inquiries via phone, email, and chat promptly and professionally.
• Handle and resolve customer complaints, ensuring a high level of customer satisfaction.
• Coordinate with the sales and logistics team to ensure timely and accurate order fulfillment
• Process returns, exchanges, and refunds following company policies and procedures.
• Escalate complex or unresolved issues to the appropriate departments for further resolution
• Proactively identify and communicate potential product quality or service-related issues to management.
• Identify opportunities to upsell or cross-sell products to customers when appropriate.
• Support customers with technical inquiries, such as installation guidelines and maintenance tips.
• Efficiently and accurately performing order entry and customer service tasks.
• Participates in ongoing professional training and development
• Develop an extensive knowledge product base.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Provide accurate, valid and complete information by using the right methods/tools
• Manage large amounts of incoming phone calls
• Continuously stay informed about new product launches
• Participate in team meetings and training sessions to enhance customer service skills and product knowledge.
• Uphold the company's values and brand image during all customer interactions.

Essential skills and experience:

• Experience in tile business industry (Preferred)
• Experience Microsoft Dynamics (Navision) or BC365 (Preferred)
• Experience in Customer Service 3 years
• Active listening skills and the ability to empathize with customers' needs and concerns.
• Strong problem-solving and conflict resolution abilities.
• Detail-oriented with excellent organizational and time management skills.
• Basic math knowledge
• Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
• Ability to develop productive relationships and communicate effectively with management, peers, suppliers and customers
• Excellent time management skills
• Ability to lead and work in cross functional teams
• Ability to work independently and collaboratively in a team environment.
• Strong phone contact handling skills and active listening
• Ability to multi-task, prioritize, and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Fluency in Spanish is a plus

Requirements:

High school diploma (Associate or Bachelor's degree preferred).

Minimum of 3 years of customer service experience in office environment.

Fluent in English

Fluency in Spanish is a plus

Job Type: Full-time
Work Location: One location

Work Remotely - No

Job Type: Full-time

Pay: $19.00

Benefits:

WOW USA Inc offers a competitive salary and benefits package, including 401K dental, vision insurance, paid time off, and opportunities for career growth within the company. We value our employees and believe in fostering a supportive and inclusive work culture.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person

Salary : $18 - $19