Customer Consultant at BuildDirect
Vancouver City, British Columbia, CA

As a Customer Consultant, you will open a world of possibilities for our customers, building trust and sharing knowledge of our products and services. All your thinking starts with the customer and works backwards to deliver a remarkable experience. You have a passion for helping others learn and for finding ways to overcome barriers and challenges to assist our customers in completing their unique projects and making their house a home. The voice of the customer, you will be crucial in continually improving our products and services.

*This role may require a Tues- Sat schedule, candidates with flexibility on this are desired

What You’ll Do

Deliver an outstanding service and shopping experience, assisting customers to place orders over the phone or live chat, and resolving issues related to understanding order status, cancelling an order, claims, and general inquiries regarding BuildDirect.
As a product expert, help customers design and complete their unique projects with confidence
Build trust with our customers by setting clear expectations and helping them to understand:
How to navigate our website
The order process and what that means for them
The delivery experience and different options available
How to return products and what the claim resolution process looks like
Think creatively about ways in which we can optimize each customer's experience, identifying opportunities in the organization for improvement, and sharing the voice of the customer

What You’ll Achieve

Demonstrate your ability to deliver an outstanding customer experience as measured through monthly QA calls and an Net Promoter Score (NPS) of .75+
Deep product knowledge and the ability to share that information in a way that helps customers make informed buying decisions
Identify opportunities to improve or enhance the customer experience
Contribute to team results and support the success of others by providing assistance and expertise
Meet and exceed key performance indicator expectations including %of answered calls, first contact resolution, %of outbound call

What You’ll Need

A talent for determining customer needs and providing appropriate solutions
The ability to communicate (verbally and in writing) clearly and concisely with both external customers and your team
A solution orientation and the desire to share your product knowledge
The skills to establish a rapport with customers to facilitate the likelihood of retention
Proficiency with multi-tasking, prioritizing, and managing time effectively
Experience working inside an e-commerce call center or in a retail environment and likes being on the front line servicing customers and facilitating sales
Post-secondary qualifications an asset
Availability to work Tuesday to Saturday and be available on a rotational weekend day or regular Monday to Friday / Sunday to Thursday as your normal schedule
Successful candidates will be required to complete a criminal record check

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
Persistence and a drive to overcome barriers and find ways to solve problems creatively to benefit both the customer and the organization
Energy, patience, and adaptability
Who We Are

BuildDirect is the world’s largest online marketplace for heavyweight home improvement products. We have transformed how homeowners access and purchase home improvement products by building the only online marketplace that offers the widest selection of products at the best value, direct-to-home shipping, free virtual design tools and best-in-class customer service. Suppliers are able to leverage the marketplace to showcase and sell their home improvement products directly to consumers, helping homeowners get a simple and more trusted online shopping experience.