Customer Experience Specialist

Why CALI?

Our culture is employee-centric! We know our people are what makes CALI Floors successful. Not only do we value our employees' feedback and ideas, we ask for it regularly. We value a healthy work/life balance, offer a hybrid work environment and, for days our employees are in the office, we have snacks and refreshments covered! Our employees enjoy great benefits in a culture which promotes innovation, development, teamwork and authenticity.

CALI Floors is one of the fastest-growing flooring leaders with some of the best, most innovative, high-quality, and eco-conscious flooring and building products in the industry. We were recognized on INC 5000 and San Diego Business Journals' fastest-growing companies and named a top place to work! We rely on the efficiency, effectiveness, and supportive environment of our teams to ensure our continued growth while making a difference in the future of our planet.

Position Summary:

This role reports to the Customer Experience Manager and is responsible for handling shipping and warehouse claims. We are looking for a go getter with a service-oriented attitude who puts customers first. This person should be comfortable working through customer service-related issues over the phone, email and chat. A high attention to detail, organization and metrics is required. We have a strong team atmosphere and work together to solve problems and bring ideas to the table to better the organization.

Essential Duties:

Customer Support/Engagement:

• Provide resolution for all customer claims and cases related to Cali Bamboo’s services and products, through thorough investigation, evaluation and negotiation of cases in compliance with established technical and company principles.
• Provide accurate information about products, services, policies, and account details.
• Communicate effectively in a professional, respectful, and persuasive manner to facilitate the timely and thorough resolution of claims.
• Proactively reach out to customers to gather feedback and enhance their experience with a strong customer service mindset and the ability to take initiative and responsibility for addressing internal/external customer concerns.
• Identify opportunities to upsell or cross-sell products/services based on customer needs.

Reporting & Data Analysis:

• Work with ERP system to document, process and manage all cases and metrics, including product research, photo documentation, following up with vendors and quality team to determine root cause of a customer case.
• Maintain detailed records of customer interactions, customer notes, transactions and actions.
• Accurately and thoroughly document all activities and communications in the claim files.
• Use good judgment and the ability to thoroughly consider all relevant information in order to make sound decisions.
• Ability to examine all information completely to identify everything that is relevant and all potential impacts

Collaboration:

• Willingness to learn and try new approaches in order to resolve complex issues.
• Work closely with other departments (sales, marketing, product) to align customer experience strategies.
• Help train and guide new staff on best practices in customer service.
• Fully develop product knowledge and function as a product specialist.
• Communicate with management to resolve problems and expedite resolution of issues.
• Initiate and make recommendations regarding processes, policies and procedures.
• Implement continuous improvement activities to improve and streamline customer service processes.
• Make recommendations to streamline and lower the costs of customer service functions.

Qualifications/Skills:

• Customer-oriented mindset: a genuine passion for delivering outstanding customer service.
• Attention to detail: Accurate record-keeping and thorough follow-ups.
• Outstanding written and verbal communications skills mandatory
• Adaptability: Ability to maintain a pleasant demeanor while working in a potentially stressful environment- patience and empathy when dealing with challenging customer interactions and situations.
• Maintain both customer satisfaction and phone/email response service levels by initiating, coordinating and enforcing operational policies and procedures
• Perform related duties, as assigned.

Experience & Education:

• Bachelor's degree preferred
• CRM/ERP experience preferred
• 2-3 years in customer service, experience, support or a related role.

Physical Demands and Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Work will be performed on laptop/computer primarily in an office environment. Some travel may be required. The position will require long hours on a computer keyboard and monitor with prolonged periods of standing and/or walking and/or sitting. Physical requirements include standing for long periods of time, walking, squatting, twisting, bending, reaching, and lifting, pushing, and lifting between 10-50lbs regularly.

Equal Employment Opportunity

CALI strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. CALI is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Under the Fair Chance Act, we will consider qualified applicants with arrest and conviction records for employment. If you have a disability or special need that requires accommodation, please let us know.

Hiring Practices

Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa. The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. CALI recruitment policies are designed to place the most highly qualified people available in a timely and efficient manner. CALI may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.