Customer Experience Specialist - Design & Solutions

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 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.