Customer Service Coordinator – Stone Aftercare and Maintenance Solutions
Cumar Inc., is New England’s preeminent source and fabricator of the finest marble, granite, quartzite, and exotic stone. Working with the region’s most noted design professionals and prestigious developers, our team is committed to excellence as we execute the most intricate and demanding design solutions for your kitchen bath or special projects. Cumar Inc., is growing. Join our team today!
An exciting opportunity for a Customer Service Coordinator – Stone Aftercare and Maintenance Solutions has opened.
Our customers matter. Along with being the go-to destination for the largest selection of natural and semi-precious stone, we are also a key resource for stone aftercare and maintenance solutions. As the Customer Service Coordinator, You will be on the front line engaging directly with our customers post installation / post construction to ensure that we continue to deliver our promise of excellence.
We are looking for an outgoing Customer Service Coordinator to assist our customers with Stone aftercare and Maintenance Solutions in a swift, proficient, and friendly manner. The Customer Service Coordinator will be instrumental in customer satisfaction and retention by addressing Stone Aftercare concerns and product maintenance requests, and by communicating stone aftercare solutions to our customers in a professional, positive manner. You will apply your multitasking skills by listening and speaking to customers, navigating computers, and typing call documentation simultaneously. You will have the ability to swiftly gain customer confidence and trust.
To ensure success in this position you will have the ability to maintain a sound knowledge of products and services and be an effective communicator. Top candidates are detail-oriented, motivated, and have excellent people skills.
We are looking for an energetic and outgoing person to join our Customer Support team helping fulfill our clients’ needs and provide top-tier customer service.
Responsibilities
- Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions.
- Respond to customer inquiries by phone and email in a timely and professional manner.
- Input customer data and prepare estimates based on client requests and service needs, which may include gathering historical data by utilizing filing and retrieval systems
- Communicate daily with service technicians to anticipate needs and expand knowledge of services performed
- Schedule and confirm daily appointments.
- Prepare daily agenda with relevant information for technicians.
- Have a full working knowledge of the service handbook to respond to every customer and service associate inquiry.
- Appropriately close out projects by billing in a timely manner and by following up with customers.
- Other duties as assigned by management.
Qualifications
- 5+ years of Customer Service experience
- Demonstrated ability to work independently as well as being a strong leader.
- Must be an excellent communicator and speaker, both on the phone and in written interactions
- Needs to be a people person.
- Working knowledge of Microsoft Office Suite and enthusiasm for learning new systems
- General knowledge of natural stone is a plus.
- Bi-Lingual a plus (though not mandatory)
Physical requirements and work condition may include but are not limited to:
- Walking, bending, squatting, reaching, and stretching.
- While performing the duties of this job, the noise level in the work environment is usually Moderate.
- The employee must occasionally lift and /or move more than 10 pounds.
Core Competencies:
- Diversity – Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
- Ethics – Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
- Leadership – Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.
Customer Service–Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Interpersonal Skills–Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
- Oral Communication–Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
- Written Communication–Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
- Professionalism–Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Cumar Inc., is proud to be an Equal Opportunity Employer
