Customer Experience Representative

Job Description
Job Title: Customer Experience Representative

Department: Customer Experience

FLSA Status: Non-Exempt

Reports To: Customer Experience Supervisors

Location: Dallas, TX

Summary:

Symbiotic Services is recruiting on behalf of a well-established furniture manufacturer in Dallas, TX, for the role of Customer Experience Representative. The successful candidate will interface with Brand Ambassadors, retailers, and designers, delivering exceptional personalized service aligned with the luxury brand of our client. This position is crucial in fostering positive relationships with both internal and external customers through effective support and service. A customer-centric approach, strong problem-solving skills, and proficiency in time management, communication, and multiple systems are essential.

Primary Responsibilities:

• Provide timely and accurate information on product features, warranty, quality, order fulfillment, pricing, and credit to customers, Brand Ambassadors, and other interested parties.
• Process customer orders/changes and returns according to established policies and procedures.
• Ensure accuracy in order processing, customer records, documentation, and product information.
• Collaborate with the Credit Department to resolve disputed credit items.
• Provide timely feedback to management regarding service failures or customer concerns.
• Approve and process service credits up to $250 without additional approval.
• Prioritize tasks efficiently and manage multiple responsibilities.
• Handle customer complaints, returns, and repairs professionally, finding effective solutions.
• Work closely with other departments to resolve issues and support growth.

Knowledge, Skills & Abilities:

• Ability to offer innovative solutions and personalized recommendations to meet unique customer requests.
• Proficient in reading and responding to customers' emotions and preferences.
• Capable of managing high-volume email communication with quick response times.
• Working knowledge of Microsoft Office, including Word and Excel.
• Experience in addressing and resolving customer issues with tact and diplomacy.
• Strong command of the English language, especially in telephone communication.
• Ability to work effectively in a team environment.
• Familiarity with database or ERP systems.

Minimum Requirements:

• High school diploma; some college preferred.
• Minimum of five years of customer service experience.

Effort:

• Work is performed in a cubicle setting.
• Operates a computer and keyboard; enters data into the system.
• Communicates with customers via telephone, email, and in person.

This position is with a leading furniture manufacturer based in Dallas, TX. Symbiotic Services is managing the recruitment process. If you have a passion for customer service and meet the qualifications, we encourage you to apply.