Job description

OVERVIEW:

Black Diamond Coatings is committed to helping customers solve their problems through innovation and commitment to excellence in home products. Join our Veteran and family-owned company, work with the best teammates, and become part of one of the fastest-growing home products companies in Florida.

The Customer Care and Product Specialist role calls for positivity, attention to detail, self-motivation, reliability, and a clear understanding of the impact of profitability and customer satisfaction. This position is the face of the company that will greet both new and returning customers to our business, so you must have a can-do attitude that is helpful and willing to provide for our customers’ needs.

This person must become a subject matter expert with extensive knowledge of our products and the ability to thoroughly explain how to use the products and problem solve with our customers. You will love determining how to best communicate with customers, both verbally and through written communication.

General Accountabilities

• Answer incoming calls, emails, website chats, and walk-in customers promptly using your product knowledge and taking orders or suggesting products based on customers’ needs.
• Become a product specialist by learning the how-to details of our products that can be used for various customer project needs. Maintain a deep understanding and confidence in product knowledge to help our customers make informed decisions for a positive outcome.
• Create content based on customer questions and scenarios that would help proactively address other customers’ needs.
• Recommend improvements to product listings and ideas for potential products to management by collecting customer information and analyzing customer needs.
• Proactively problem-solve and communicate internally when product or customer service issues arise and use authority to make refund and replacement decisions.
• Make outgoing follow-up telephone calls to undecided leads and outbound calls to leads.
• Recognize and act upon sales opportunities during inbound/outbound calls.
• Maintain a positive relationship and knowledge of returning customers and contractors to enhance the customer experience.
• Performs basic research as requested (e.g., via the Internet, calling potential vendors)
• Enter customer data in systems.
• Performs other related duties as assigned or requested.

Job Qualifications

• Minimum Experience: 3 Years
• Minimum Field of Expertise: Customer service and general office experience & proficiency in the following: data entry, excellent MS Office knowledge understanding, and basic math skills for assigned business tasks. Needs to operate in dynamic office equipment. Background in clearly written communications. Internet saavy.
• Preferred Education: Associate or Bachelor’s degree.

Competencies

• Has a desire for learning – for the business, its customers, and products, as well as for improving one’s own skills; the desire to grow in his/her career.
• A hands-on learner who doesn’t need a long training program. Able to use our website, technical data sheets and other resources to find the answers to most customer questions.
• Must be motivated to be successful.
• Inquisitive – able to use common sense and questioning to determine the root cause of potential issues or research possible solutions.
• Attitude – Positive, confident, and high-energy go-getter; Ability to work in a fast-paced environment with minimal supervision. A team player who wants to contribute to and create a thriving culture
• Maintain a positive, empathetic, confident, and professional attitude toward homeowners and contractors, ensuring that they are receiving the best help with our products and solutions to their issues.
• Self-motivated and thick-skinned with a sense of humor and strength to keep calm and professional through stressful situations.
• Able to learn technical products and explanations; research, learn, fully understand, and interpret new products to customers as they come on the market.
• Must have a great phone presence and is comfortable and confident answering multiple phone lines.
• Self-starter, multi-tasker and highly detail-oriented
• Bi-lingual (English, Spanish) preferred.
• Able to adapt in a fast-paced and growing environment.
• Enjoys creating content and is able to clearly write responses using proper English grammar.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Brooksville, FL 34602: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please explain what interests you about this role.

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person

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