Customer Experience Representative

Virginia Tile Company • Elk Grove Village, IL

1d

About The Position

Virginia Tile Company is hiring a Customer Experience Representative to support customers with product guidance, order processing, and customer service. The role serves contractors, designers, retailers, and homeowners, helping them find suitable tile and related product solutions and ensuring a seamless experience. The representative also works with the outside sales team and relays customer feedback to support improvements to products, services, and digital experiences.

Requirements

• High school diploma or GED.
• 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-solving skills and great attention to detail.
• Highly organized, self-motivated, and capable of multitasking.
• Proven ability to build long-term customer relationships.

Nice To Haves

• Experience in a design, flooring, or tile-related industry.

Responsibilities

• Understand customer needs through conversations, specifications, 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 appropriate 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.

Benefits

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

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED