Job Description

Education: High school diploma or equivalent.

Experience: Minimum of two (2) years' experience in customer service support and/or receptionist role, preferably in a design or retail environment. Alternatively, basic operational or accounting skills, including handling of cash/credit card transactions in a customer support role.

Other Requirements: Excellent communication and listening skills, a pleasant demeanor along with a professional appearance and ability to work well with people. Enjoys working in creative environment. Organized and detail oriented with ability to handle multiple priorities. Interested in the field of interior design, fashion and style. Proficient in basic computer skills including Microsoft office. Must be able to work holidays, evenings and weekends if schedule requires.

GENERAL OBJECTIVES

Acts as first point of contact for clients in the Design Center and on the phone by responding in a professional and courteous manner. Coordinates with design team to provide exceptional service to customers, before, during and after the sale, including general administrative and clerical support for all customer transactions. Contributes ideas and suggestions that will improve the Design Studio's ability to provide exceptional service.

SPECIFIC RESPONSIBILITIES

Client Development

• If Design Consultant is not available, may assist clients by directing them on tour of Design Center, reviewing style book, lifestyle projections, and/or booking appointment with a Design Consultant.
• Handles incoming communications from customers. Researches and resolves customer inquiries in accordance with company guidelines. Monitors problems and identifies recurrent issues and trends.
• Manages phone traffic including, but not limited to, answering and directing calls, retrieving and forwarding messages from voice-mail and activating night message on phone system at end of the day.
• Schedules appointments for design team members.
• Manages the rotation of clients requiring assistance.

Business Development

• Organizes client project information to ensure a high-quality service experience, utilizing technology such as web-based leads management systems as required.
• Assists with ensuring follow-up is provided for all ecommerce sales, running necessary reports to identify online sales requiring follow up from design consultants.
• Active in the Design Center's goal of expanding business opportunities by combining technology with personal service through participation on Live Chat, and platforms such as the EA inHome App and 3D Room planning.

Operations Oversight

• Ensures all cash transactions including charge cards and bank deposits are reconciled, properly deposited and accurately recorded in the ledger. Process blind cash balancing and exceptions.
• Reviews sales orders to ensure the accuracy of each order with respect to delivery charges, protection plans offered and all necessary client signatures on file.
• Reviews and controls open order reports and workroom logs. Communicates to design team as needed.
• Identifies unrecorded delivered sales and implements procedures to prevent future occurrences.
• Maintains petty cash fund ensuring appropriate approval on all petty cash expenditures.
• Assists with cycle counts as required.

Administrative Support

• Assists Design Consultants, Design Sales Managers, and Design Center Managers with general administrative and clerical duties as required for daily function of the business.
• Maintains up to date files (electronic and paper), prepares follow-up correspondence, maintains various logs and assignment lists.
• Updates master and design center price pages and product books.
• Orders memo fabric swatches for clients.
• Follows up as necessary to insure timely and appropriate service to staff members and clients.
• Performs other duties as required.

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