Customer Service Representative - Flooring Consultant

Flooring Consultants:
Pay: $50,000 to $75,000 No Cap Bonus Program

401K, Dental, Life, Medical, Vision
Full Time/Remote

• Provide consultative, value-added expertise, intended to educate and connect with in-bound Business to Consumer & Business to Business prospects/customers. Influence the decision to purchase our products and services by effectively managing IncStores Lead Funnel thru an Omni-Channel strategy (Inbound Calls/Emails/SMS/Social Media/Web Form Submissions, etc.)
• Utilize proprietary automation platform/order entry system, Omni-Channel Contact Center cloud software (five9), legacy-built Customer Relationship Management, Netsuite, proprietary eCommerce websites, etc. and other aids to provide accurate information to customers, including interpreting quotes, samples and promotions, credit policies and specific ordering trends
• Respond positively along with expeditiously processing all incoming Omni-channel inquiries and orders, including advanced and escalated customer issues
• Demonstrate and utilize IncStores Process to effectively meet and exceed all assigned Key Performance Indicators.
• Demonstrate the ability to manage the existing lead follow-up system for managing an existing pipeline.
• Adhere and demonstrate the organization core values, vision, and mission statements

Supportive Functions:

• Other responsibilities include, but are not limited to account management, writing documentation, updating and maintaining our knowledge database, participation in meetings, and Quality Assurance.
• Adhere to Standard Operating Procedures and departmental training guidelines; may participate in developing responses for standard inquiries along with participating in IncStores proprietary Decision-Making processes.
• Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy, etc)
• Provide expertise and guidance to other Customer Service Representatives
• May be required to act in a “lead” role
• May serve on various committees
• Communicate effectively with Contact Center personnel with regard to leads, quotes and new or existing opportunities (Follow up lead and quotes), cases, and improvement ideas
• Assigned to returning all overnight general inbox Emails.
• Serves as an advocate and sets the example in “living” IncStores core values & cultural norms
• Participate in IncStores continuous learning process/Plan
• Schedule Adherence of 95% or above