Customer Support

EMSER TILE LLC•Austin, TX

43d•Onsite

About The Position

The Customer Support role is a full-time position based in Austin, TX. This role is crucial for the day-to-day functioning of the branch, focusing on direct customer interaction and support. The individual will be responsible for warmly greeting customers, understanding their needs, and directing them to the appropriate team members. A key aspect of the role involves building relationships with contractors and handling customer inquiries and complaints across various communication channels including phone, email, mail, and social media. The position also entails providing information about the branch, assisting with order placement, refunds, and exchanges, and collaborating with the Operations Manager to ensure high-quality customer service. The role may also require flexing into the Warehouse as needed by the Operations Team.

Requirements

Minimum 2 years of experience providing operations, sales and customer service support in a sales, retail or distribution environment.
Detail oriented and self-starter.
Ability to maintain a professional work environment at all times.
Excellent interpersonal communication skills.
High school diploma, general education degree or equivalent
Ability to flex into the Warehouse as needed by Operations Team
Knowledge of relevant computer applications, i.e., Outlook, Excel, etc.

Nice To Haves

Forklift experience a plus.
Building and product knowledge a plus.

Responsibilities

Assist in day-to-day functioning of branch.
Greet customers warmly and ascertain reason for visiting.
Build relationships with contractors.
Answer all calls to Branch promptly and assist accordingly.
Direct customers to the appropriate team member.
Use telephones to reach out to customers and verify order and account information.
Resolve customer complaints via phone, email, mail, or social media.
Advise on branch information, i.e., hours, location, etc.
Work with Operations Manager to ensure proper customer service is being delivered
Assist with placement of orders, refunds, or exchanges.