Customer Experience Specialist - Reno, NV

Customer Experience Specialist

ZLINE Kitchen and Bath is a family-owned appliance company based in Reno, Nevada, with additional locations in Tennessee and Ohio. ZLINE provides an elevated luxury experience with industry-leading kitchen appliances and bath fixtures at an attainable price. Each collection is meticulously designed and shipped in the United States, and we are proud to be a progressive American company that supports local communities through hiring locally and giving back.

We've become a household name in the luxury appliance industry, partnering with The Home Depot, Lowe's, Costco, and Wayfair, among many reputable dealers and retailers nationwide, to market and sell luxury appliances such as range hoods, refrigerators, dishwashers, and ranges. We're known for our attention to detail and commitment to our customers and employees alike. We believe in innovation and honest business, and we're proud of the products we create, the services we offer, and the team that makes the ZLINE Attainable Luxury experience possible. ZLINE is forging its own pathwill you help us tell our story?

We are a four-time (2022, 2023, 2024, and 2025) Certified Great Place To Work. Go here to learn more.

As a Customer Experience Specialist, you will be the first voice our customers hear over the phone that represents ZLINE! Our CE Specialists are positive, upbeat individuals who value knowledge, customer satisfaction, and helping others. We are seeking someone who wants to excel in their career, push boundaries, create new strategies and work their way up! The potential for growth at ZLINE is limitless, so bring a dedicated and hungry attitude to get in on the ground floor. We enjoy watching your skill sets, education, personable skills, and computer literacy skills grow alongside ZLINE! Being a CE Specialist is so much more than answering phones and emails, being a CE Specialist for ZLINE means you are spreading knowledge of our product, empowering our customers, and being a great team player who aims to grow and spread their positivity!

This is not a typical call-center role. It is a technical role where you are able to problem-solve and build strong relationships at the same time!

Job Duties

• Connect with customers via phone calls and emails
• Provide customers with product details to find the best fit for their home
• Assist customers with questions during the installation process
• Walk customers through troubleshooting steps to ensure proper functionality
• In-depth product & system training
• Collaborate with team members to create the best solutions for customer issues

Requirements

• A high school diploma or equivalent required
• Excellent verbal and written communication skills
• Ability to multitask by handling a variety of customer experience cases
• Ability to be on the phone, email, and communication platforms for about 8 hours/day
• Great organizational and follow-up skills
• Literacy with Mac OS computer systems
• Familiarity with the Google Suite (ie. Docs, Sheets, Calendar, Mail)
• Familiarity with CRM platform a plus!
• Great retention of computer programs
• Patience and understanding of customer needs and the ability to de-escalate when necessary
• Dedicated to being a forever learner of Product Knowledge (We create new SKU's every day!)
• Bilingual is a plus!

Compensation: Starting at $42,000+ annually DOE

Pay dates are bi-weekly

Working Hours:

Monday - Friday, 8:00am - 4:30pm with a 30-minute lunch

Location: Reno, NV - in person/on-site, not remote

What You'll Get:

• Benefits are available to all full-time employees after 90 days
• Medical, dental, vision, and life insurance
• Company 401k match at 6%
• Access to a Health Savings Account or Flexible Spending Account
• Professional development assistance
• Paid time off
• Get in on the ground floor
• Ample opportunity for advancement; we want to see you grow
• Dog-friendly office space because dogs make everything better, right?

EEO

ZLINE Kitchen and Bath, LLC is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. ZLINE makes hiring decisions based solely on qualifications, merit, and business needs at the time.