StruXure Outdoor of Washington Hiring for Customer Experience Specialist Job at Spokane, WA Full Time

At StruXure Outdoor of WA we are a family-owned business with a small staff of people, a brand, and a luxury product sharing the singular purpose of making life outside more enjoyable. We are the dealer for the state of Washington and currently have 3 offices, one in Spokane and one in Seattle and Portland. We also do business in areas of North Idaho. Spokane is our corporate office.

It’s a small, highly collaborative, and team-oriented company of around 30 people consisting of of both professional/ administrative staff and our Warehouse team.

www.struxureoutdoor.com/washington

THE OPPORTUNITY

Now is the time to join us! We are looking for a Customer Experience Specialist to be an integral part of our team to ensure the efficient operation of our StruXure Install Division to encompass all customer interactions and updates.

As a Customer Experience Specialist you will be in charge of our StruXure and Screen divisions. Entering information into a CRM and providing ongoing communications by providing customers with updates on the order process, shipping and installation timelines. This role could have the potential to be responsible for our CabanaX department where we are the statewide distributorship for the product, which is not in full effect yet. This person will be solely responsible for communicating with all customers on the progress of their orders. Answering all incoming StruXure phone calls and answering questions and/or directing the call to the appropriate team member. This role is responsible for answering all incoming calls and making outgoing calls, emails, texts to existing customers with updates regarding their projects.

This role is responsible for providing SUPERIOR customer service and have an overall knowledge of where our customers and vendors are at in their buying process and provide ongoing, regular updates. Respond to customer and vendor inquiries.

You will provide assistance in calling scheduled customer appointments and offering information about our product with an end goal of setting the appointment for our Design Consultants. Scheduling repairs and communicating with Installation staff. Setting inspections for footings and finals. Assisting with permitting.

Work hand in hand with the StruXure Intake, Screen Coordinator and Permit Specialist to provide the most current details to existing customers.

This role will report directly to the Owners of the company.

The ideal candidate has a versatile, customer focused mindset, an attention to detail, and the ability to manage and integrate content from various workflows with accuracy. Must have the ability to fill in where necessary. Providing excellent customer service and going the extra mile to deliver regular, ongoing, information to the customer is the goal.
They’ll show passion for the quality of their work, take pride in offering excellent customer service and manage multiple priorities simultaneously, independently and efficiently. The right candidate thrives in a small, dynamic, office environment and realizes the critical importance of being the point of first contact. Must have an eye for detail, is enthusiastic, organized, reliable and independently steps-in where help is needed. Some construction knowledge will be helpful.

Customer Experience Specialist:

Support our customers/vendors, serving as an initial contact for incoming communications. Provide excellent customer service from intake sale to installation follow up.

• Must be upbeat
• Must provide premium customer service at all times.
• Process all incoming customer orders, track progress, shipment and handle communications regarding customers.
• Coordinate and manage repairs.
• Have the ability to back up the StruXure/Screen Divisions.
• Provide support for Design Consultants.
• Set appointments as needed.
• Respond promptly to customer inquiries, Design Consultants and employees. Provide feedback and product information.
• Communicate with customers and staff throughout the day.
• Overall knowledge of all schedules.
• Various administrative office duties as assigned.
• Ability to be trained in all StruXure positions for backup.
• Must be organized.
• Fast paced EVER CHANGING environment.
• Able to be a chameleon and adapt easily.
• Maintain a positive outlook in stressful situations.

QUALIFICATIONS

• 5+ years’ customer service experience, preferably experience in a luxury product line.
• Experience with google calendar.
• Administrative office experience is required.
• Strong writing, spelling, and grammar skills.
• Self motivated, works well autonomously.
• Apple Software proficiency.
• Microsoft Office Suite proficiency; experience using Outlook, Excel, and PowerPoint and Quickbooks.
• Excellent communication and interpersonal skills.
• Professional appearance.
• Team player with a cooperative attitude and a growth mindset.
• High level of integrity and discretion in handling customer interactions.
• Attention to detail.
• Ability to independently organize, multi-task, and prioritize.
• Solid analytical and critical thinking skills.
• Proven ability to anticipate needs, plan-ahead and make quick adjustments with composure.
• Reliable
• Organized
• H.S. degree required; Bachelor’s degree preferred.
• Ability to push, pull, lift and/or carry up to 20 pounds.

REQUIREMENTS

Based on the business needs of the role, this position is based on site at our
Spokane location.

Job Type: Full-time

Pay: $23.00 Hourly DOE +

Benefits:

• Health Insurance
• Dental Insurance
• Vacation Accrual
• Referral program
• Vision insurance

Schedule:

• Monday-Friday 8:00-5:00

Education:

• High school or equivalent (Required)
• Bachelors (Preferred)

Experience:

• Microsoft Office (Outlook)/ Apple Software Exp.: 2 years (Required)
• Google Scheduling (Required)
• Administrative experience: 3 years (Preferred)
• Customer support: 5 years (Required)

Job Type: Full-time

Pay: From $23.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Ability to commute/relocate:

• Spokane, WA 99206: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 5 years (Required)

Work Location: One location