Customer Relations Representative

Job Posting:

A leader in style, Signature Hardware provides high-quality, trending products for the kitchen, bathroom and more. Backed by a team of innovative, knowledgeable associates, our ever-growing brand excels at delivering an inspiring, customer-first shopping experience for those looking to turn their house into a home.

 

The Customer Relations Representative is responsible for assisting customers with purchases, pre/post-sale questions, basic installations, and problem resolutions. Typical activities include the receiving of emails, phone calls, and web chats, with customers who may be inquiring about purchasing of product or are contacting with related questions or issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively, and following-up with customers in a timely manner.

Schedule Options: Tues-Fri 10:30am-7:00pm & Sat 9:30am-6pm  

Mon, Tues, Wed, & Fri 8:30am- 5:00pm & Sat 9:30am-6pm

Mon, Tues, Thurs & Fri 8:30am- 5:00pm & Sat 9:30am- 6pm

This is a Hybrid role based out of Erlanger, KY, in accordance with the Signature Hardware Flex schedule; 3 days office / 2 days remote after training.

Responsibilities:

• Develop and maintain relationships through phone calls and emails with customers, always ensuring their satisfaction with our products and services.
• Assist customers in the selection and purchase of merchandise.
• Capture inbound sales when appropriate and answer post-sale customer questions about product information, delivery, and other services.
• Resolve and de-escalate customer complaints regarding sales and service.
• Collaborate with other members of the Customer Relations Department to locate or review information that is not readily available.
• Collaborate with internal associates to ensure great customer service from the placement of order through the life of the product.
• Continually enhance product and plumbing knowledge through provided trainings to promote a professional image.
• Maintain quality score and other metrics communicated that measure performance.
• Practice and ensure compliance with company policies and procedures.
• Execute all other requirements, policies, and procedures set by Management.

Qualifications:

• Prior customer facing sales or customer service experience preferred.
• Highly motivated to meet deadlines and provide excellent customer service.
• Efficiently operate computers and multi-task different programs.
• Ability to learn quickly.
• Strong organizational skills and able to prioritize work.
• Ability to self-manage.
• Willingness to learn and use technical plumbing terminology and basic functionality.
• Ability to effectively use customer relationship management system
• Knowledge of Microsoft Office software (Outlook, Word, Excel, etc.).

At Signature Hardware, we care for each other. We value our well-being just as much as our hard work. We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates. Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more!

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Pay Range:

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$15.00 - $25.39

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all