Customer Experience Specialist at BuildDirect
Vancouver City, British Columbia, CA
As a Customer Experience Team, our customers are your world. For you, it’s all about providing the best experience possible throughout the order and delivery process. Your unparalleled people skills and ability to walk a mile in our customer’s shoes mean you can clearly set expectations and solve any problems that come up. You will be speaking with our customers, resolving claim queries and making sure our customers have the best BuildDirect experience possible.

What You’ll Do:

Receive calls and emails from customers regarding questions/concerns with their product.
Work with the rest of the Customer Experience team to develop strategies to ensure customer satisfaction.
Continuously build knowledge around the products and shipping services offered to better assist customers.
Daily tasks associated to ensuring correct billing, shipping and contact information
Process orders and assist customers (internal and external) with various enquiries
Process claims in a timely manner to ensure customer satisfaction
Enable a more efficient sales process.
Daily follow-up and review of Customer Feedback Surveys.
Monthly reporting overviewing the position outlining Wins, Key issues, and inefficiencies within the role
What You’ll Achieve:

A team Net Promotor Score (NPS) rating of .70 or higher
Reduction in claim processing on a month by month basis
Accuracy in order data entry and processing of higher than 99%
What You’ll Need:

Minimum 2 years customer service experience
Demonstrated proficiency in Word and Excel
Experience communicating with customer both over the phone and via email would be an advantage
Ability to take initiative and suggest improvements
Previous experience with data entry would be an advantage
Excellent written and verbal communication and interpersonal skills
Previous experience with client conflict resolution an asset but not required
Previous experience working with or knowledge of wood flooring is an asset but not required
What You Must Have:

An audacious spirit that embraces uncertainty and challenges with enthusiasm
High levels of integrity and a commitment to do what you say you are going to do
Strong entrepreneurial spirit that has grit, determination and challenges the status quo
High degree of empathy and the ability to see other’s perspective
Strong sense of curiosity and the desire to learn and get better everyday
The ability to problem solve and come up with solutions resulting in a win, win, win environment