Customer Experience & Support Specialist

We are seeking a dynamic and customer-focused professional to join our Shop at Home (custom window covering) department. This hybrid role involves supporting clients through the pre-sales process by prequalifying leads and answering inquiries, as well as providing after-sales support to ensure complete customer satisfaction. The ideal candidate will be comfortable working both on the sales floor and in an office setting, combining excellent customer service skills with strong organizational abilities.

Pre-Sales Support:

• Prequalify leads by understanding customer needs and determining appropriate solutions.
• Answer customer inquiries via phone, email, and in-person, providing detailed product information and guidance.
• Schedule and coordinate in-home consultations for potential customers.
• Maintain accurate records of customer interactions and leads in the CRM system.

After-Sales Support:

• Provide follow-up support to customers, ensuring their satisfaction with products and services.
• Address and resolve any post-purchase issues or concerns, coordinating with relevant departments as needed.
• Assist customers with product installation and usage queries.
• Conduct customer satisfaction surveys to gather feedback and improve service quality.

Customer Service:

• Deliver exceptional customer service by understanding and responding to client needs promptly and effectively.
• Collaborate with the sales team to ensure seamless customer experience.
• Stay updated on product knowledge and industry trends to provide informed assistance to customers.

• High school diploma or equivalent; a college degree is a plus.
• Proven experience in a customer service or sales support role.
• Excellent communication and interpersonal skills.
• Ability to multitask and manage time effectively in a hybrid work environment.
• Proficiency in using CRM systems and Microsoft Office Suite.
• Strong problem-solving skills and attention to detail.
• Flexibility to work both on the sales floor and in an office setting as needed.