Customer Experience Representative

Customer Experience Representative

Virginia Tile Company - Where Creativity, Growth, and Customer Care Thrive

About Us

Virginia Tile Company is a leading wholesale distributor of premium tile products for residential and commercial applications. In select regions, we also offer resilient flooring and woodworking solutions. Established in 1928, we proudly serve 14 states-and we're still growing strong. At Virginia Tile, we believe in 'Design That Shapes Living' and in building a culture centered on collaboration, innovation, and outstanding customer service.

Position Summary

As a Customer Experience Representative, you will be a key part of our customer experience team, providing knowledgeable support, expert product guidance, and seamless order processing. You'll interact with contractors, designers, retailers, and homeowners to ensure each customer has the best experience possible.

Key Responsibilities

Understand customer needs through conversations, specs, or drawings, and recommend tailored product solutions

Provide quotes, pricing, literature, samples, and technical product information

Process customer orders, arrange deliveries, and handle returns

Maintain and update customer account details and order records

Identify and promote upsell opportunities based on customer needs

Answer inquiries about warranties, terms of sale, promotions, and product availability

Engage in technical discussions to ensure the right solutions are provided

Address and resolve customer concerns or complaints quickly and professionally

Coordinate with the outside sales team to support broader customer relationships

Gather and relay customer feedback to improve services, products, and digital experiences

Continuously seek ways to improve processes and enhance the customer experience

Perform other duties as assigned

What You Bring

High school diploma or GED required

2-3 years of experience in customer service, inside sales, or telesales

Familiarity with wholesale or retail sales principles and customer interaction best practices

Strong Microsoft Office skills, especially Excel, Word, and Outlook

Excellent verbal and written communication skills

Ability to interpret technical documents and explain product features clearly

Confident problem-solver with great attention to detail

Highly organized, self-motivated, and capable of multitasking

Proven ability to build long-term customer relationships

Experience in a design, flooring, or tile-related industry is a plus

Why You'll Love It Here

Multiple affordable medical plan options (PPO & HSA)

Dental and optional vision coverage

Life, short-term, and long-term disability insurance

Optional pet insurance

Employee & friend/family discounts on tile products

401(k) plan with 3% company match

Generous paid time off, sick days, and holiday policies

Supportive, collaborative work culture that recognizes great performance

Come grow with Virginia Tile-where your work makes an impact, your ideas matter, and your success is celebrated.