Customer Success Representative – East Coast USA (NYC)

Modern Shelving is at the forefront of the modern shelving industry, offering innovative and stylish solutions tailored to individual and business needs. As we continue to expand our operations and clientele, we are in search of a dedicated remote Customer Success Representative to enhance the pre and post-purchase experience of our customers.

Position Overview:
The Customer Success Representative will be responsible for engaging with our customers Pre-Purchase and post-purchase, assisting them through the assembly and installation process, troubleshooting any issues they might face, and ensuring they are satisfied with their purchase. You will provide support to our clients through multiple channels including email, phone, and chat using Gorgias and meet with customers and our team via Zoom.

You will be available to work M-F 6 a.m. to 2 p.m. during PST California Time (9 a.m. to 5 p.m. EST) in order to respond to new customer inquiries, answer product questions. It’s important to enhance the customer experience from design inquiry to receiving their order. You will then follow up to make sure the customer has a successful installation.

Key Responsibilities:

Conduct virtual consultations and meetings via Zoom with customers, designers, architects, and other B2B clients.
Provide guidance to customers on the assembly and installation of their shelving designs.
Troubleshoot and resolve any installation or product-related issues, ensuring that customers feel supported throughout.
Use Gorgias to manage and respond to customer inquiries, feedback, and complaints.
Maintain records and track customer interactions through Pipeline CRM.
Foster positive relationships with customers, ensuring they have an overall positive experience with Modern Shelving.
Collaborate with internal teams, such as sales, design, and production, to address customer feedback and improve product offerings.
Participate in ongoing training to enhance product knowledge and customer service skills.

Minimum Skills & Qualifications:

Technical Skills:
Familiarity with Zoom or similar video conferencing tools.
Basic understanding of shelving assembly and installation techniques.
Proficiency with Gorgias and Pipeline CRM, or the ability to quickly learn these platforms.
Communication Skills:
Excellent verbal and written communication capabilities.
Strong ability to empathize with and reassure customers.
Skilled at explaining complex assembly and troubleshooting processes in a simple and understandable manner.

Business Acumen:
Experience or willingness to learn customer relationship management tools like Pipeline CRM.
Problem-solving skills to navigate customer issues and ensure resolution.
Interpersonal Skills:
Strong listening skills and patience.
Ability to build and maintain strong relationships with customers and business entities.
Habits for Success:
Dedication to customer satisfaction and the ability to handle difficult situations with grace.
Attention to detail and organizational skills.
Proactive approach to identifying potential issues and addressing them promptly.
Commitment to continuous learning and personal development.

Preferred Qualifications:

Previous experience in a customer service role, especially in a product-based industry.
Knowledge of modern shelving designs and installation techniques.
Familiarity with the tools and materials involved in shelving assembly.

Location:
Remote. Must have a reliable internet connection and a conducive environment for virtual consultations.

Requirements:

2+ years of experience in customer service and support roles
Excellent written and verbal communication skills
Strong problem-solving skills and ability to think on your feet
Experienced with creating and responding to Gorgias, Google Business Suite, and Shopify preferred
Experienced in working with furniture and installation guidance preferred
Ability to multitask and manage priorities in a fast-paced environment
Positive and friendly attitude towards customers and team members
If you are a self-starter with a passion for providing exceptional customer service, we encourage you to apply for this exciting opportunity at Modern Shelving.