Customer Consultant at BuildDirect
Vancouver City, British Columbia, CA
Description 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.