Customer Service Representative (CSR)
About the role
The Customer Service Representative (CSR) is an on-site role responsible for engaging with customers through multiple channels, including phone, email, and in-person interactions. Front-desk duties include guiding customers through the showroom and assisting with product selection. The role also involves backend operations such as processing orders and coordinating logistics. CSRs play a crucial role in delivering outstanding service, ensuring customer satisfaction, and upholding company standards.
Responsibilities
- Provide exceptional customer service through phone, email, and in-person interactions.
- Build and nurture strong customer relationships.
- Aid customers in selecting the appropriate products for their needs.
- Retrieve and bring product samples to customers in the showroom.
- Address customer issues related to transactions, deliveries, and products.
- Accurately maintain customer contact information and transaction records.
- Create shipping orders and packing lists.
- Answer inbound sales calls and proactively make outbound calls.
- Ensure showroom displays are maintained to the highest standards.
- Maintain marketing materials for easy customer access.
- Collaborate with Sales Representatives to keep account transactions and inventory up to date.
- Stay informed about company products and services.
- Perform additional duties as required.
Requirements
- High School Diploma required; some college coursework preferred.
- Minimum of 1 year of customer service experience.
- Strong communication skills with a positive, solution-oriented approach.
- Attentive to customer needs and details.
- Proven ability to manage multiple tasks simultaneously.
- Goal-oriented with a focus on delivering excellent customer service.
- Strong math skills and the ability to perform quick calculations.
- Proficient with PCs and navigating a multi-window environment.
- Intermediate skills in MS Outlook, Word, and Excel.
- Bilingual (Spanish) preferred.
Qualifications
- Work Hours: Monday to Friday from 09:00 AM to 05:00 PM, 2 Saturday(s) a month from 09:00 AM to 12:00 PM.
- Seniority Level: Entry Level.
- Employment Type: Full-time.
Skills
- Exceptional customer service skills.
- Strong communication and problem-solving abilities.
- Ability to multitask and prioritize effectively.
- Knowledge of company products and services.
- Basic computer skills and proficiency in MS Office applications.
- Bilingual (Spanish) preferred.
Benefits
- Referral, Holiday, and Annual Bonuses.
- Annual pay increases.
- Paid Time Off.
- Medical, Dental, and Vision Insurance.
- Company-paid Short Term and Long Term disability.
- Company-paid Life Insurance.
- Tuition Reimbursement.
- Traditional and Roth 401(k) plans with company matching contributions.
- Charitable donation matching programs.
- Free, company-sponsored 1-on-1 tutoring for children/dependents of MSI employees in grades k-12, including free tutoring for SAT and ACT tests.
About MSI
Founded in 1975, MSI is a leading supplier of flooring tile, countertops, wall and backsplash tile and hardscaping surfaces products in North America. Headquartered in Orange, California, MSI also maintains over 50 state-of-the-art showroom and distribution centers across the U.S. and Canada. MSI's product line includes an extensive offering of Granite, Quartz, Porcelain, Luxury Vinyl flooring, Slate, Marble, Travertine, Sandstone, Limestone, Quartzite, onyx, stacked stone and pavers imported from over 36 countries on six continents. Over the years, MSI has been the recipient of many prestigious awards including: Top 5 fastest growing companies - OC Business Journal Supplier Diversity Award - Home Depot #1 Flooring Distributor multiple years in a row - Floor Covering Weekly Top Workplaces Award winner multiple times - Top Workplaces MSI Founder named the Entrepreneur of the Year - Ernst and Young MSI is an equal opportunity employer that celebrates diversity and fosters inclusion and belonging for all employees. We provide a work environment that allows all employees to do their best work, free from all forms of discrimination. No employee or applicant will be discriminated against on the basis of race, ethnicity, age, sex, gender identity or expression, sexual orientation, citizenship status, military status, religion, disability status, or any other legally protected group. MSI provides reasonable accommodations for all employees and applicants.