Customer Support Representative

The Customer Support Representative plays a key role in ensuring customer satisfaction. This position will work directly with customers to proactively communicate and resolve post-order product/service issues while ensuring a positive service experience. This role works directly with DIY and DecksDirect vendor partners as well as across departments to provide the best solutions to customers.

Responsibilities:  

• Respond to customer inquiries through various channels, including phone, email and chat
• Timely post-sale, proactive customer communication and follow-up with documentation maintained in CRM. 

• Proactively communicate with internal and external teams 
• Place and manage purchase orders with vendors

• An understanding of company offerings and using this knowledge to assist customers
• Collect customer feedback and collaborate with team members to develop strategies for business improvements or helpful customer content
• Maintain current knowledge of department processes and identify and recommend opportunities for improvement
• Track and monitor progress to KPIs (Key Performance Indicators) and Customer Support metrics and suggest opportunities to hit or exceed goals.
• Additional customer service duties and responsibilities as needed

Qualifications: 

• Bachelor's degree OR equivalent of 2+ years of work experience in a customer facing support or service role (phone or in-person)
• Working experience with the Google Workspace, specifically Gmail, Google Drive, Google Chat, Google Meet; experience with Google Docs and Google Sheets a plus
• Familiarity with shipping methods: small parcel, LTL
• Familiarity with CRM systems and practices
• Demonstrated basic computer literacy 

Position Details:

• Full time: hourly
  • Monday-Friday, day shifts available between the hours of 7:00 am-6:00 pm
• Location: Plymouth, MN - this position is not eligible for remote or telecommuting

Benefits:

• Health, dental and vision insurance - be able to maintain your best health!
• 401k - Save for the future with our company matching program!
• Company Paid Life Insurance and Short Term Disability! 
• Paid holidays - Spend time with your friends and family during special times of the year!

• Paid Time Off
• Employee Assistance Program (EAP)

Our Culture:

DecksDirect has a fun and positive culture and we don’t just look for new people who fit the culture, but help to improve it. We strive to find and place the right person in the right seat throughout the company. 

Our Company:

DecksDirect brand is an online retailer and distributor of deck-building products that plan smooth, stress-free deck projects for customers across the United States.

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