Custom Closets Customer Service Specialist

Overview
The Custom Closets Customer Service Specialist position is responsible for daily communication with customers, stores, Market Customer Spaces Sales Manager and both employee and third-party installation coordinators and installers. This position is responsible for managing the information flow between all parties involved in the installation process. This includes the Outside Sales Design Consultants, Central Design Team, and as well as the Customer Solutions Department (CSD). This is a full-time, hourly, and non-exempt position. This is an on-site position located in Coppell, TX candidates must reside within a commutable distance.

What We Stand For

Established in 1978, The Container Store has grown to be the leading specialty retailer of storage and organization products in the United States and the only national retailer solely devoted to the category. We provide creative, multifunctional, customizable storage and organization solutions that help our customers save time, save space and improve the quality of their lives. We foster a culture built around our Foundation Principles, which define how we approach our relationships with our employees, vendors, customers and communities and influence every aspect of our business. This position focuses on our Custom Spaces team.

We believe in taking care of our team. That's why we offer a comprehensive benefits package that goes beyond just health insurance (though we've got that covered too!). Here at The Container Store, we're passionate about helping you contain your health, grow your career, and find balance in your life.

Here's a peek at what you can expect:

• Rewarding pay to recognize the value you bring to the team.
• Competitive health, dental, and vision plans to keep you and your loved ones well.
• 401(k) retirement savings plan with optional investment guidance and assistance offered through Fidelity.
• Unique "1equals3" website for easy access to your benefits information and company updates.
• We've got your back! Competitive sick pay and PTO plan to ensure you can take time off to recharge and come back feeling your best.

For our full-time associates, we offer even more:

• Peace-of-mind benefits: Basic life insurance, disability insurance options, accident insurance, critical illness insurance, hospital indemnity insurance and flexible spending accounts (FSAs)
• Family-focused support: Considerate parental leave policies, adoption and surrogacy assistance, and fertility & maternity support program
• Work-life balance boosters: Paid holidays, gym membership discounts, and a qualified transportation benefits program to save on commutes.
• Discounts galore: Enjoy a hefty discount on our amazing products, including merchandise, custom spaces, and services, gift cards, and pet insurance (because fur-babies matter!).
• Recognition you deserve: We honor our employees with service awards and retirement gifts, celebrate those who exemplify our core principles, and recognize exceptional daily contributions.
• Thriving with diversity: Participate in our Employee Resource and Affinity Groups and help guide how we give back to the community, while having a space to connect, support one another, and celebrate cultural heritages.

But that's not all! We offer a fun and collaborative work environment where you can learn, grow, and make a real difference.

Responsibilities

• Works to ensure the customer's installation is completed on the initial visit by facilitating communication between customers, stores and installers (employee and third-party) with a focus on the customer experience
• Resolves installation issues in a timely manner via phone call and email communication with installers (employee and third-party) and stores
• Collaborates with team members and supervisors efficiently and effectively, to assist customers
• Utilizes Call Logs/emails to communicate effectively with stakeholders when issues occur prior to or during installation
• Collects all pertinent information from callers to create effective and concise incident descriptions
• Updates Salesforce in a timely manner and keeps stakeholders informed throughout the process
• Adjusts installation orders for changes in price, schedule and designs when applicable
• Maintains product knowledge of all custom closets systems and related components
• Collects and processes installation fees with customer as needed and maintains confidential/sensitive company and customer information
• Provides Certificate of Insurance to involved parties for employee installer markets and facilitates the process for third party markets, based on customer's building requirements
• Maintains awareness of current and upcoming sales promotions
• Communicates Installation Survey results to third party contractors

Qualifications

• High School degree and previous customer service experience REQUIRED, retail experience a plus
• Professionally communicates (written and oral), has strong problem solving skills and ability to work with people at all levels both inside and outside the organization.
• Strong computer skills: proficiency in Outlook, Word and experience with Excel
• Able to work scheduled hours and with potential for overtime based on changing business needs
• Strong attention to detail and organizational skills, and able to quickly prioritize mission-critical tasks from low priority tasks.
• Flexible, with a positive attitude and passion for knowledge
• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information
• Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing