Custom Closets Service Specialist

Overview The Custom Closets Service Specialist position is responsible for daily communication with customers, stores, Market Customer Spaces Sales Manager, and both employee and third-party installation coordinators and installers. This position is responsible for managing the information flow between all parties involved in the installation process, including the Outside Sales Design Consultants, Central Design Team, and the Customer Solutions Department (CSD). This is a full‑time, hourly, non‑exempt position and will be based on site in our Elmhurst, IL location. Responsibilities Works to ensure the customer’s installation is completed on the initial visit by facilitating communication between customers, stores, and installers (employee and third‑party) with a focus on the customer experience. Resolves installation issues in a timely manner via phone call and email communication with installers (employee and third‑party) and stores. Collaborates with team members and supervisors efficiently and effectively, to assist customers. Utilizes call logs/emails to communicate effectively with stakeholders when issues occur prior to or during installation. Collects all pertinent information from callers to create effective and concise incident descriptions. Accountable for the timely and accurate updates to the incident in Salesforce, and for keeping all stakeholders informed throughout the process. Confirms the color and version of the space is correct before selling it. Adjusts installation orders for changes in price, schedule, and designs when applicable. Maintains product knowledge of all custom‑closet systems and related components. Collects installation fees as needed. Processes installation charges for customers on TCS credit cards as needed. Provides Certificate of Insurance to involved parties for employee installer markets and facilitates the process for third‑party markets, based on customer’s building requirements. Maintains awareness of current and upcoming sales promotions. Communicates installation survey results to third‑party contractors. Consistently arrives promptly to work the assigned schedule. Responsible for maintaining discretion related to all confidential/sensitive company and customer information. Performs all other assigned tasks and duties. Qualifications High School Diploma and experience in customer service field REQUIRED; retail experience a plus. Strong communication and problem‑solving skills with internal and external customers. Strong computer skills: proficiency in Outlook, Word, and knowledge of Excel. Committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs, including evenings and weekends. Knowledge of industry business and passion for following trends in the industry. Communicates clearly and effectively in a professional manner, both orally and in writing, at all levels within and outside the organization. Strong time‑management and organizational skills with the ability to successfully manage multiple projects at once. Quickly separates the mission‑critical tasks from the lower priority tasks; focuses on the most value‑added projects of the day or week. Flexible, with a positive attitude and passion for knowledge. Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure. Professional manner and strong communication skills internally and with outside vendor partners. Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information. Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team‑focused, and life‑changing. The Container Store promotes a smoke‑free, drug‑free environment. We are proud to be an Equal Opportunity Employer and comply with the Americans with Disabilities Act. #J-18808-Ljbffr Container Store