Customer Experience Representative

Screen Innovations, a manufacturer of specialty projection screens and window shading systems is seeking an experienced Customer Experience Representative to join our team! This is a North Austin, Texas office based job. The CER role will assist customers before, during, and after the sale of a product and ensure dealer satisfaction. This position involves taking incoming calls from our dealers for product questions, placing orders, order tracking, technical support, and more. The CER will be responsible for basic troubleshooting, handling customer inquiries promptly and effectively in a fast-paced, team environment. Attention to detail and strong organization skills are a must for this position. The CER is responsible for interacting with our Netsuite CRM system to log calls, process orders, and create quotations. QUALIFICATIONS & SKILL REQUIREMENTS: · 2-4 years proven inside sales experience (inbound and outbound call preferred) *experience in the window covering and projection industries a plus · Experience in Commercial/Pro AV industry preferred · Excellent verbal communication skills and telephone manner (bi-lingual is a plus) · Multi-Tasking skills a must · Knowledge of CRM (Netsuite) is a plus · Respond swiftly and courteously to customer inquiries or complaints · Follow company policies and dealer programs to ensure compliance · Build rapport with customers through friendly, engaging communication HOW TO BE SUCCESSFUL IN THIS ROLE: · Product Knowledge: Must be able to learn the product line and master all aspects to assist customers in making decisions · Communication: Ability to understand customer requests and resolve or delegate to the appropriate team member for quick and efficient solutions. · Listening & Conflict Resolution: Hear out the customer & work across departments to create solutions which meet timeframes & satisfy customers · Attention to Detail/Quality Control: Must be able to accurately convey information to appropriate team members, to ensure customer satisfaction · Follow-up & Follow-Thru Skillset: Must be able to see multiple items thru to closure even when data points are days or weeks apart in compiling (Strong organization skills with ability to track down open items & close them out) WHAT A TYPICAL DAY CONSISTS OF: · Fielding Inbound calls to assist dealers · Review prior days open items & emails, pending orders, return calls & voice mails, sales reports for region, track & update dealers with HOT orders (call and email) · Converse with Sales Director & Rep Firms to assist dealers within each territory · Assist dealers with orders: designing, planning, basic troubleshooting, provide freight quotes and gathering all information needed for success · New Accounts – assist with onboarding through collection of appropriate information and documentation needed Attend weekly sales, planning and development meetings Benefits: 401(k) Dental insurance Life/Disability insurance Employee assistance program Health insurance Vision insurance Flex Spending Account Vacation (2 weeks PTO and paid holidays) SI is looking for a candidate that can bring ideas to the team. We believe that every problem has a solution. Fun is the DNA of SI. We bring fun to all that we do, from dreaming up and designing, selling, building and delivering our innovative products. We are committed to achieving a positive and constructive attitude in our work, in our products, and through our service. We want to bring infectious energy to our team! The energy that SI exudes engages and excites the world, and everyone wants to be a part of that energy! At SI, we strive to break the mold in all that we do. From simple, innovative products and designs, engaging marketing, to unparalleled service. The whole team at SI embraces our need to serve in the world, our community, and in the company. Our duty to each other and our customer leads us to strive for continuous improvement in all that we do. We believe that with Process and Procedure definition throughout the company we do better work, provide better service, build and deliver better products, and hold each other accountable. Job Type: Full-time Benefits: 401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Shift: 8 hour shift Experience: Customer Service: 1 year (Preferred) Work Location: In person