Customer Service Coordinator

Classic Granite and Marble; Virginia (MN); On-site; USD 42,000 - 65,000; Full time

Job summary

Classic Granite and Marble in Powhatan, VA is seeking a Customer Service Coordinator who works with all levels of leadership and customers to deliver exceptional white glove service and support for complex stone projects.

This public-facing role coordinates information, documents, and surveys, liaising with manufacturers for warranty claims and guiding projects from quote through installation while maintaining accurate records.

Qualifications

• Proficiency in Microsoft Office recognised in daily work.
• Outstanding written and verbal communication skills.
• Excellent interpersonal skills and customer focus.
• Comfort communicating with internal and external stakeholders.

Responsibilities

• Respond to customer service issues in a timely manner.
• Effectively communicate information to both internal and external customers.
• Maintain accurate records and document customer service activities and discussions.
• Send post-installation surveys to customers.
• Liaison between customers and manufacturers for warranty claims.
• Create, distribute, and collect documents for Classic Granite & Marble.
• Follow up on open service tickets to ensure completion.
• Stay informed on installation and service methods to speak confidently with customers.
• Participate in training new employees.
• Advise management on executing long-term project management.
• Has authority to formulate or deviate from corporate policy without prior approval.

Skills

Reading Comprehension

Active Listening

Writing

Speaking

Critical Thinking

Active Learning

Empathy

Coordination

Negotiation

Complex Problem Solving

Judgment and Decision Making

Time Management

Tools

Microsoft Office

Job description

Classic Granite and Marble has been in business for 19 years and is Virginia's largest and premier stone fabricator. We have a beautiful showroom that leads into our office spaces, and our fabrication facility and warehouse are also located onsite. We offer full time hours and benefits and we are conveniently located 6 minutes from Westchester Commons, in Powhatan, VA. We rely on our team members to provide exceptional white glove service to all of our customers. Teamwork is one our key success tools. If you are team oriented, customer focus, detailed, and ready for a new challenge,

JOB SUMMARY

The Customer Service Coordinator works with all levels of leadership and internal and external customers in support of Classic Granite and Marble's goal to be the best provider of custom stone. The Customer Service Coordinator is a public facing role and can be involved in any aspect of a Classic Granite and Marble project.

RESPONSIBILITIES AND DUTIES

• Responding to customer service issues in a timely manner.
• Effectively communicating information to both internal and external customers.
• Maintaining accurate records and documenting all customer service activities and discussions.
• Send post installation surveys to customers.
• Liaison between customers and manufacturers for warranty claims.
• Create, distribute, and collect documents on behalf of Classic Granite & Marble.
• Perform follow up on open service tickets to ensure completion.
• Staying informed on installation and service methods to speak confidently with customers
• Participate in training new employees.
• Advising management on executing long-term project management.
• Has individual authority to formulate or deviate from corporate policy without prior approval.

SKILLS

• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Writing - Communicating effectively in writing as appropriate for the needs of the audience.
• Speaking - Talking to others to convey information effectively.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Active Learning - Understanding the implications of added information for both current and future problem-solving and decision-making.
• Empathy – Ability to understand a customer's concern and work towards a mutually beneficial solution.
• Coordination - Adjusting actions in relation to others' actions.
• Negotiation - Bringing others together and trying to reconcile differences. Strong ability
• Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Time Management - Managing one's own time and the time of others.

QUALIFICATIONS

• Proficiency in Microsoft Office
• Understanding of mobile devices, cameras and or related applications
• Outstanding written and verbal communication skills.
• Excellent interpersonal skills.