Customer Experience Specialist

Pivotal Talent Search; Dallas (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Paid time off 10 days/yr

11 paid holidays

Medical, dental, vision insurance

401k with company match

Life insurance

Disability insurance

Voluntary benefits

Employee assistance program

Job summary

Pivotal Talent Search is seeking a Client Experience Specialist to support our Domestic Showrooms with sales and operations. Based in Dallas with a hybrid schedule (3 days in office), you will be the main touchpoint between showroom sales and internal teams to ensure timely quotes, orders, and excellent client service.

Ideal candidates feature 2+ years in luxury services, strong communications, CRM proficiency (Salesforce), and a proactive problem-solving mindset to support revenue and

Qualifications

• 2+ years in a luxury services environment.
• Strong written and verbal communications.
• Ability to work in a hybrid Dallas office.
• Experience using CRM systems.
• Proficient with Salesforce and Microsoft Office.

Responsibilities

• Provide superior service in interaction with clients, answering inquiries, processing quotes and orders, and resolving concerns professionally.
• Support Showroom Inside and Outside teams with their territory needs.
• Demonstrate and expand knowledge of products and processes.
• Assist in resolving client issues with the client assurance team to ensure satisfaction.
• Coordinate cross-functionally to ensure timely and accurate order processing.
• Participate in team meetings and contribute to monthly and yearly goals.
• Paid time off of 10 days per year, accrued bi-weekly; 11 paid holidays; medical/dental/vision insurance; 401k with company match; life and disability insurance; voluntary benefits; EAP.

Skills

Luxury services

Customer service

Communications

Problem solving

Cross-functional

CRM systems

Microsoft Office

Salesforce

Outlook

Navision

Google Apps

Attention to detail

Tools

Salesforce

Outlook

Navision

Google Apps

Microsoft Office

Job description

We are looking for someone to fill the position of Client Experience Specialist (CES), providing sales and sales operations support for our Domestic Showrooms. CES’s will need to work independently and assist in maximizing revenue and profitability for our to-the-trade contract accounts. This position is a critical sales and support member of the Domestic Sales team and contributes to success as the primary day-to-day internal and external contact.

Note: This position is based in Dallas and requires 3 in-office days.

What you'll be doing:

• Serve as the primary contact between the Showroom sales team and internal operations teams on all matters (i.e. product information, pricing, marketing requests, quality issues, etc).
• Work directly with our Domestic Residential Accounts to ensure timely and accurate quoting, payment processing, and inquiries regarding product and process to achieve client satisfaction.
• Work with internal team members regarding customer service, order processing, product transitions, financials, and logistics & warehousing.

Desired Skills and Experience:

• 2+ years in a luxury services environment.
• Understand high-end customer experience and exemplify a professional brand image of the company.
• Solid analytical and proactive problem-solving skills.
• Strong interpersonal skills with the ability to collaborate cross functionally.
• Outstanding written and verbal communications skills providing exemplary service both on the phone and in writing.
• Demonstrates skills integral to high-level service including strong attention to detail, critical thinking, problem solving and professional etiquette
• Flexibility to work in a hybrid environment while maintaining professionalism and reliability.
• Forward thinker and self-starter who can follow directions but will also go the extra step.
• Ability to handle multiple responsibilities and changing priorities.
• Ability to effectively interact and collaborate with members of all cross-functional departments with the utmost professionalism.
• Promote respect and trust amongst peers and management.
• Ability to work with a CRM system.
• Strong PC skills-Microsoft Suite, Salesforce, Outlook, Navison, Google Applications.

Key Responsibilities:

• Provide superior service in: interaction with clients, answering client inquiries, processing quotes and orders as well as effectively resolving client concerns in a professional timely manner.
• Supporting the Showroom Inside and Outside team members with their territory needs.
• Demonstrate and continuously expand a comprehensive knowledge of products and processes.
• Assist in resolving client issues alongside the client assurance team to ensure complete satisfaction and maintain positive relationships.
• Work cross-functionally to ensure orders are processed timely and accurately.
• Participate in developmental team meetings and activities to contribute to the success of the team.
• Contribute to meeting monthly and yearly goals by generating weekly reports, proactively following up on orders pending shipment and reducing delays caused by errors.
• Paid Time off of 10 days per year, accrued bi-weekly
• 11 Paid Holidays
• Medical, Dental and Vision Insurance, including HDHP with HSA
• 401k Retirement Plan with Bi-Weekly Company Match
• Company Paid Life Insurance and Long-term Disability Insurance
• Voluntary Benefits of Short-term Disability, Supplemental Life/ADD, Critical Illness, Accident, Norton, Hospital Indemnity
• Employee Assistance Program

Work Schedule: in-office schedule during standard business hours. Two of the work days per week may be worked remotely and may rotate based on business needs and team coverage.