Job Description

Dal-Tile is seeking a Customer Service Representative who ensures effective and efficient coordination between the company and its customers with a high level of service and support. This dynamic team member will quickly process sales orders and resolve customer product or service issues. This experienced representative will establish and maintain positive business relationships, internally and externally, to promote company goals. A significant level of interpersonal and communication skills is required for success in this role.

***Prior experience working in the countertop/slab industry preferred***

Primary Functions Are:

• Demonstrates the ability to perform all entry and intermediate-level tasks.
• Facilitates communications between various Customer Service Operations work groups.
• Applies solid knowledge of business concepts, procedures, and practices, and a complete understanding of fundamentals in a functional area working knowledge of other related disciplines.
• Performs complex assignments usually without established procedures. Assignments require considerable judgment, initiative, creativity, and leadership in troubleshooting, suggesting alternatives, and making recommendations for continuous quality improvement.
• Plans and organizes non-routine tasks with the w/approval. Establishes priorities of work assignments.
• Solves a wide range of complex problems requiring advanced interpretation of generally defined procedures and practices. Selects methods and practices to obtain imaginative, thorough, and practical solutions to questions.
• Understands the organizational structure and key roles of teams. Maintains general knowledge of products/services associated with the area and employees involved with specific product lines and services.
• Limited supervision. Receives no appreciable instruction on routine work and general instruction on new lines of work or special assignments.
• Serves as backup to at least two specialized functions in the team.
• Ability to train other CSRs.
• Participates in special projects and performs additional duties as required.
• Must be available to work rotating shifts.

Education and Experience:

• A High School Diploma or GED equivalency is required.
• 2 or more years of call center or customer service experience.
• Customer account management experience preferred.
• Flooring industry experience preferred.

Competencies:

• Excellent oral and written communication skills.
• Demonstrated ability to interact effectively with individuals at all levels in the organization is required.
• Good voice quality that is conversational and professional.
• Must have the ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards.
• The ability to demonstrate strong organizational and problem-solving skills is required.
• Strong interpersonal relationship-building skills.
• Moderate level of computer skills – Word, Excel, and database experience is a plus.
• Detail-oriented with the ability to multitask, manage priorities, and time effectively.
• Ability to work in a fast-paced environment.

Dal-Tile is the largest manufacturer and marketer of ceramic, porcelain, glass and metal tile as well as natural stone, large format slab and countertop products used in residential and commercial spaces across North America.Under its three powerhouse brands — Daltile, Marazzi and American Olean — Dal-Tile leads the industry in both design and product innovation, and is committed to incorporating environmentally-friendly materials, processes, and products throughout its organization.Dal-Tile has more than 9,500 employees in North America and sells its products through a network of more than 300 company-owned sales service centers, stone slabyards and design studios that service a robust network of trade customers. Dal-Tile products are also sold through independent flooring retailers, independent distributors and leading home center retailers nationwide.Founded in 1947 and headquartered in Dallas, Dal-Tile is a division of Mohawk Industries, the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world.For more information on Dal-Tile and Mohawk Industries, please visit mohawkind.com. For product information, visit daltile.com, marazziusa.com, and americanolean.com.

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