Customer Service Representative (CSR)

MSI; Aurora (IL); On-site; USD 40,000 - 56,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service Representative to engage with customers across various channels. This role is crucial in ensuring customer satisfaction through exceptional service and support. The ideal candidate will thrive in a fast-paced environment, handling inquiries, processing orders, and coordinating logistics. With a focus on building strong relationships, this position offers a fantastic opportunity for growth within a dynamic team. Join a forward-thinking company that values its employees and fosters a collaborative atmosphere, where your contributions will significantly impact customer experiences and operational success.

Benefits

Referral Bonuses

Holiday Bonuses

Paid Time Off

Medical Insurance

Dental Insurance

Vision Insurance

Tuition Reimbursement

401(k) with Company Matching

Charitable Donation Matching

Free Tutoring for Employees' Children

Qualifications

• 1+ year of customer service experience required.
• Strong communication skills with a positive approach.
• Proficient in navigating a multi-window PC environment.

Responsibilities

• Provide exceptional customer service via phone, email, and in-person.
• Assist customers in product selection and process sales transactions.
• Coordinate logistics for material shipments and manage inventory.

Skills

Customer Service

Communication Skills

Problem-Solving

Math Skills

Bilingual (Spanish)

Education

High School Diploma

Some College Coursework

Tools

MS Outlook

MS Word

MS Excel

Job description

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Summary:

The Customer Service Representative (CSR) is responsible for engaging with customers through multiple channels, including phone, email, and in-person interactions. Front-desk responsibilities include guiding customers through the showroom and assisting them with product selection. Additionally, the role involves backend operations such as processing orders and coordinating logistics. CSRs play a crucial role in delivering outstanding service, ensuring customer satisfaction, and maintaining company standards.

Work Hours:

Monday to Friday from 07:30 AM to 05:00 PM, 2 Saturday(s) a month from 08:30 AM to 01:00 PM

Seniority Level:

Entry Level

Employment Type:

Full-time

Compensation:

This hourly, non-exempt position pays from $19 to $23 per hour, with overtime compensated at 1.5 times the base rate. New hires usually earn between $40,000 and $56,000 annually, or more, depending on experience, overtime hours, and bonuses.

Responsibilities:

• Provide exceptional customer service through phone, email, and in-person interactions.
• Build and nurture strong customer relationships.
• Assist customers in selecting the appropriate products for their needs.
• Retrieve and bring product samples to customers in the showroom.
• Address customer issues related to transactions, deliveries, and products.
• Maintain accurate customer contact information and transaction records.
• Follow up with customers on quotes, inquiries, and sales opportunities.
• Process sales transactions, payments, and generate sales orders.
• Schedule deliveries and coordinate logistics for material shipments.
• Create shipping orders and packing lists.
• Answer inbound sales calls and proactively make outbound calls.
• Ensure showroom displays are maintained to the highest standards.
• Monitor stock levels to ensure efficient processing of customer orders.
• Support trade customers by understanding their project needs and recommending suitable MSI materials.
• Maintain marketing materials for easy customer access.
• Collaborate with Sales Representatives to keep account transactions and inventory up to date.
• Stay informed about company products and services.
• Perform additional duties as required.

Education and Experience Requirements:

• High School Diploma required; some college coursework preferred.
• Minimum of 1 year of customer service experience.
• Strong communication skills with a positive, solution-oriented approach.
• Attentive to customer needs and details.
• Proven ability to manage multiple tasks simultaneously.
• Goal-oriented with a focus on delivering excellent customer service.
• Strong math skills and the ability to perform quick calculations.
• Proficient with PCs and navigating a multi-window environment.
• Intermediate skills in MS Outlook, Word, and Excel.
• Bilingual (Spanish) preferred.

Physical Demands:

• The physical demands described are representative of those required to perform the essential functions of this job. Reasonable accommodations may be made.
• Regularly use hands to handle objects, reach with hands and arms, and communicate verbally.
• Frequently sit; may occasionally stand or walk.
• Occasionally lift, pull, and move up to 25 pounds.
• Specific vision abilities include close vision.

Benefits:

• Referral, Holiday, and Annual Bonuses
• Annual pay increases
• Paid Time Off
• Medical, Dental, and Vision Insurance
• Company-paid Short Term and Long Term disability
• Company-paid Life Insurance
• Tuition Reimbursement
• Traditional and Roth 401(k) plans with company matching
• Charitable donation matching programs
• Free tutoring for employees' children/dependents and SAT/ACT tests

About MSI:

Founded in 1975, MSI is a leading supplier of flooring and surface products in North America, with over 50 showrooms and distribution centers across the U.S. and Canada. MSI offers an extensive product line including Granite, Quartz, Porcelain, Vinyl flooring, and more, imported from over 36 countries.

MSI has received numerous awards including:

• Top 5 fastest growing companies - OC Business Journal
• Supplier Diversity Award - Home Depot
• #1 Flooring Distributor - Floor Covering Weekly
• Top Workplaces Award - Top Workplaces
• Entrepreneur of the Year - Ernst and Young

MSI is an equal opportunity employer that values diversity and inclusion. We provide accommodations for applicants with disabilities. If needed, please contact our HR team.