Job Description

Customer Service Representative

As a Customer Service Representative at Reggio Registers, you will play a vital role in ensuring our customers receive outstanding service and support. You will be the first point of contact for our valued clients, addressing their inquiries, resolving issues, and providing detailed information about our products and services.

Your dedication to customer satisfaction and your ability to communicate effectively will contribute to the continued success and reputation of Reggio Registers. Join our team and help us maintain our commitment to excellence and innovation in customer care.

Reggio Register is a premium brand celebrated for its world-class customer service. We're looking for someone who truly enjoys connecting with people and helping them get exactly what they need. In this fast-paced role, you'll manage 30+ calls a day, bringing a positive, solution-focused attitude to every interaction. If you thrive in a busy environment and love turning customer questions into exceptional experiences, this is the role for you!

Location: On-site - Leominster, MA

Reports to: Customer Service Manager

Base Salary: $20.00 per hour

Schedule: Monday - Friday, 8:30am 5:00pm

What You'll Do:

• Phone Calls (Inbound/Outbound):
  • Answer inbound customer inquiries and make outbound follow-up calls.
  • Provide exceptional customer service and promptly resolve any issues.
  • Document and maintain accurate records of customer interactions.
• Order Processing:
  • Accurately process customer orders using the company's order management system.
  • Track and monitor order status, updating customers on their order progress.
  • Collaborate with the warehouse and logistics teams to ensure timely order fulfillment and delivery.
• Inside Customer Service (with Our Vendors):
  • Act as the primary contact for our vendors, addressing their inquiries and resolving issues related to orders, payments, and deliveries.
  • Build and maintain strong relationships with vendors to ensure smooth operations and mutual satisfaction.
• Email Correspondence:
  • Manage and respond to customer and vendor emails promptly and professionally.
  • Draft clear and concise email communications.
  • Follow up on email interactions to ensure all issues are resolved satisfactorily.
• Trade Customer Liaison:
  • Serve as the primary contact for trade customers, ensuring their specific needs are met.
  • Address trade customer inquiries and provide support related to orders, product information, and account management.
  • Foster strong relationships with trade customers to promote loyalty and repeat business.

What We're Looking For:

• 2+ years of comparable customer service experience.
• Strong Communication Skills: Excellent verbal and written communication skills to interact with customers and team members clearly and professionally.
• Problem-Solving Abilities: Strong analytical skills to identify issues, develop solutions, and implement effective customer service strategies.
• Customer-Centric Mindset: Deep commitment to providing exceptional customer service and enhancing the overall customer experience.
• Time Management: Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
• Technical Proficiency: Familiarity with customer service software, CRM systems, and basic IT skills to streamline operations and improve service efficiency.
• Adaptability and Resilience: Capacity to remain flexible and positive in a constantly changing environment, handling stress and challenging situations with grace and professionalism.

Candidate Experience:

Ensuring a smooth and enjoyable candidate experience is very important to us at Renovation Brands. For transparency, our interview process varies in length, depending on the position and appropriate number of interview stages.

Collaboration is a key proponent of success at Renovation Brands, which is on display during our interview process for a number of positions where it is common to have members of our Senior Leadership Team as well as your future manager partake as Interviewers. This provides candidates with immediate facetime and rapport building.

Artificial Intelligence (AI) Usage:

We recognize that AI tools can be helpful in preparing for the job search process. To ensure a fair and transparent evaluation, we ask that candidates represent their own work and responses throughout our hiring process. While candidates may use AI tools for preparation, all assessments and interviews must reflect their own experience and capabilities.

About Renovation Brands:

Home is one of the most sacred places, where everything is more personal and where memories are made. At Renovation Brands, we have a tremendous opportunity to create engaging experiences and lasting relationships with our consumers.

Our focus is on creating design-rich home improvement product offerings via Ecommerce that offer innovation that matters to consumers and enhances not only their environment and aesthetics but also the way they live.

Commitment to Diversity:

At Renovation Brands, we value an inclusive, transparent work environment where every voice is heard. We embrace our differences and believe that when you feel welcomed, valued, and empowered, it drives innovation and strengthens our culture.

As we grow, bringing on great talent is key to achieving our mission. From California to New York, our diverse team collaborates on groundbreaking Ecommerce projects nationwide. We believe our diversity makes us stronger and better equipped to serve customers globally.

Our Benefits:

At Renovation Brands, we have you covered when it comes to our comprehensive Benefits Package, including:

• Competitive Base Salary in line with market expectations
• Medical, Dental, and Vision plans
• 401(k) Safe Harbor Plan with 4% employer match dollar for dollar
• Paid vacation allocated by position, and numerous paid holidays
• Paid Parental Leave
• Paid Sick Days (based on applicable state laws)
• Employee Discount program across all brands at a price of 10%-20% above cost
• Voluntary Life Insurance & Disability Insurance
• Voluntary Accident & Critical Illness Insurance
• Employee Referral Program w/Monetary Bonus
• Discounts through LifeMart

Our Mission:

Empowering our customers to bring their visions to life.

Our Culture & Values:

Our employees are our most precious resource. We want to create an environment where people build on each other's ideas, are empowered within their roles to drive growth, and use our consumer insight tools to better serve all of our constituents.

Our foundation is supported by five (5) core values that serve as pillars of our culture:

• Empower the Customer This is about their vision, not ours.
• Think big. Move fast We sprint when others stroll.
• We're a team first Period.
• Fearlessly Transparent Robust debate, wholehearted respect, and commitment required.
• Do'ers Not Dreamers We get more done with a match than other companies do with a blowtorch.

Our Brands:

American Tin Ceilings | Reggio Registers | Baseboarders | RTA Cabinet Store | Electric Fireplaces Direct | Mantels Direct | Trueform Concrete & Blendhouse | Cast & Bevel | Vent Covers Unlimited | Madelyn Carter

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