Custom Decorators, Inc. · 5 hours ago
Client Experience Specialist I
Portland, OR
Full-time
Remote
Entry Level
$16/hr - $16/hr
1+ years exp
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Responsibilities
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.
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.
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.
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.
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.
Qualification
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Required
1+ years’ experience in a call center, customer service, or order desk environment
1+ years’ experience in general administrative duties
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
Preferred
Bilingual English/French or French Canadian is a plus
Bilingual English/Spanish is a plus
Benefits
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
Company
Custom Decorators, Inc.
Custom Decorators, a division of Hunter Douglas, is the premier in-home design and installation service for major retailers and brands in North America, specializing in custom-made window treatments, including blinds, shades, shutters, and drapery.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Jack O'Neil
Director of Strategic Partnerships
Company data provided by crunchbase
