Customer Experience Representative

Virginia Tile Company; Elk Grove Village (IL); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical plan (PPO/HSA)

Dental coverage

Vision coverage

Disability insurance

Pet insurance

Employee discounts

401(k) match

Paid time off

Collaborative culture

Job summary

Virginia Tile Company is seeking a Customer Experience Representative to join our customer experience team. You will provide knowledgeable support, product guidance, and seamless order processing for contractors, designers, retailers, and homeowners.

The role emphasizes understanding customer needs, quoting, processing orders, handling returns, and promoting upsell opportunities while maintaining accurate account records and delivering excellent service daily.

Qualifications

• High school diploma or GED required.
• 2–3 years in customer service, inside sales, or telesales.
• Familiarity with wholesale or retail sales principles and customer interaction best practices.
• Strong Microsoft Office skills: Excel, Word, Outlook.
• Excellent verbal and written communication skills.
• Ability to interpret technical documents and explain product features clearly.
• Confident problem-solver with attention to detail.
• Organized, self-motivated, and able to multitask.
• Ability to build long-term customer relationships.
• Experience in a design, flooring, or tile-related industry is a plus.

Responsibilities

• Understand customer needs through conversations, specs, or drawings, and recommend tailored product solutions.
• Provide quotes, pricing, literature, samples, and technical product information.
• Process customer orders, arrange deliveries, and handle returns.
• Maintain and update customer account details and order records.
• Identify and promote upsell opportunities based on customer needs.
• Answer inquiries about warranties, terms of sale, promotions, and product availability.
• Engage in technical discussions to ensure the right solutions are provided.
• Address and resolve customer concerns or complaints quickly and professionally.
• Coordinate with the outside sales team to support broader customer relationships.
• Gather and relay customer feedback to improve services, products, and digital experiences.
• Continuously seek ways to improve processes and enhance the customer experience.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

Relationship building

Organization

Self-motivation

Multitasking

Technical document interpretation

Education

High school diploma or GED

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

Virginia Tile Company - Where Creativity, Growth, and Customer Care Thrive

About Us

Virginia Tile Company is a leading wholesale distributor of premium tile products for residential and commercial applications. In select regions, we also offer resilient flooring and woodworking solutions. Established in 1928, we proudly serve 14 states-and we're still growing strong.

At Virginia Tile, we believe in 'Design That Shapes Living' and in building a culture centered on collaboration, innovation, and outstanding customer service.
?? Learn more: virginiatile.com

Position Summary

As a Customer Experience Representative, you will be a key part of our customer experience team, providing knowledgeable support, expert product guidance, and seamless order processing. You'll interact with contractors, designers, retailers, and homeowners to ensure each customer has the best experience possible.

Key Responsibilities

• Understand customer needs through conversations, specs, or drawings, and recommend tailored product solutions
• Provide quotes, pricing, literature, samples, and technical product information
• Process customer orders, arrange deliveries, and handle returns
• Maintain and update customer account details and order records
• Identify and promote upsell opportunities based on customer needs
• Answer inquiries about warranties, terms of sale, promotions, and product availability
• Engage in technical discussions to ensure the right solutions are provided
• Address and resolve customer concerns or complaints quickly and professionally
• Coordinate with the outside sales team to support broader customer relationships
• Gather and relay customer feedback to improve services, products, and digital experiences
• Continuously seek ways to improve processes and enhance the customer experience
• Perform other duties as assigned

What You Bring

• High school diploma or GED required
• 2-3 years of experience in customer service, inside sales, or telesales
• Familiarity with wholesale or retail sales principles and customer interaction best practices
• Strong Microsoft Office skills, especially Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Ability to interpret technical documents and explain product features clearly
• Confident problem-solver with great attention to detail
• Highly organized, self-motivated, and capable of multitasking
• Proven ability to build long-term customer relationships
• Experience in a design, flooring, or tile-related industry is a plus

Why You'll Love It Here

• Multiple affordable medical plan options (PPO & HSA)
• Dental and optional vision coverage
• Life, short-term, and long-term disability insurance
• Optional pet insurance
• Employee & friend/family discounts on tile products
• 401(k) plan with 3% company match
• Generous paid time off, sick days, and holiday policies
• Supportive, collaborative work culture that recognizes great performance

Come grow with Virginia Tile-where your work makes an impact, your ideas matter, and your success is celebrated.

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

This position is currently accepting applications.