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Customer Experience Representative

Chico, California, United States

Customer Experience Representative

Chico | California | United States

Job Description:

Job Title: Customer Experience Representative

Department: Sales

Reports To: Customer Experience Supervisor

Location: Chico, CA

Employment Type: Full Time, In House

Start Date: ASAP

 

A little about Build.com:

Build.com is the world’s largest digital commerce home improvement retailer. We offer our customers the best selection of lighting, faucets, sinks, door & cabinet hardware, appliances, decor, flooring, and much more. We compete directly with industry giants, like Lowe’s, Home Depot and Wayfair, by having trained project experts in our contact center to best suit our customers and the ability to sell complex products online through our website. Build.com employs more than 650 people at our headquarters in Chico, California and has expanded into a second location in Atlanta, GA.

 

Summary:

We have job openings in our Inbound Customer Experience Division! Your job will be taking care of the customer - “be the hero” as we say here at Build.com. You will be held accountable for your call quality and performance metrics within service. We expect each and every customer experience representative to be present, invested, and committed to the overall customer experience. The ideal candidate will exhibit superb relationship-building and problem-solving skills while providing exceptional service through sales. An exceptional Customer Experience representative will focus on maximizing opportunities within every interaction to drive revenue and overall company growth. If you identify with any of these qualities, keep reading as we want you to join our team!

 

What are you going to do:

  • Responsible for handling inbound call volume, with expectations of taking about 40 - 50 post-sales calls/chats per day.

  • Single call resolution on all calls and handling escalations to the best of your ability.

  • Responsible for maintaining excellent customer service standards through call quality, problem-solving, ownership over any customer issue, and going above & beyond to address all needs.

  • Maintaining customer records by logging and retaining correct and precise information in Salesforce.com.

  • Identify website, process, product page, post-call related inefficiencies or bugs and report them using Zendesk/JIRA.

  • Work with a team of 15-20 Customer Experience representatives.

  • Success will be measured through call quality, calls per hour, adherence to schedule and de-escalation metrics every month.

  • Demonstrate strong verbal communication skills with the ability to engage customers.

  • Attend all scheduled small group trainings.

  • We are open 7 days a week 5am-7pm (M-F) 6am-4pm (SU)

  • Weekend shifts are required on an as needed basis.

  • Complete all Brand Sales Trainings each month.

 

What are you going to bring to the table:

  • High School diploma or equivalent is required.

  • 2+ years of experience in a customer-facing, fast-paced, service-related role.

  • Proven experience utilizing internal tools and resources to solve customer issues.

  • Ability to type 40+ WPM for phones and 45+ for chat is required.

  • Familiarity with the Microsoft Office and Google Office suites.

  • Strong organizational skills.

  • Must be highly detail-oriented and have superior interpersonal skills.

  • Self-motivated, team player, quick learner, systematic and adaptability.

 

What do we bring to the table:

  • Competitive Compensation Packages

  • Great 401(k), time off and benefits package which includes Medical, Dental, Life, Disability and Vision

  • Team building and company-wide events throughout the year

  • Internal Training programs suited to what you are wanting to develop in

  • Incredible associate discounts on Build.com products and other associate perks

  • Continued education reimbursement program

  • Encourage and provide community involvement events and activities
     

*Pre-employment drug and background screening required

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

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