Job Description
eCommerce Customer Solutions Representative
(Kanopi) Job
Location: Lancaster, PA, US
Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time
Travel: 5%
Non-compete: No
Location: Work from home position located in Lancaster, Pennsylvania
The estimated base salary range for this role is $42,000 – $55,000 per year.
Individual pay is based upon location, skills and expertise, experience and other relevant factors (salary may be adjusted based on geographic location)
What does it mean to work at Armstrong?
It means being immersed in a supportive culture that recognizes you as a key player in Armstrong’s future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.
By joining us, you’ll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:
A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
Personal development to grow your career with us based on your strengths and interests.
A working culture that balances individual achievement with teamwork and collaboration. We draw on each other’s strengths and allow for different work styles to build engagement and satisfaction to deliver results.
As the eCommerce Customer Solutions Representative within our Kanopi team based at our campus headquarters in Lancaster, PA, you will be accountable for ensuring that our customers have a seamless shopping experience as our eCommerce business grows.
Kanopi by Armstrong is our new cutting-edge, end-to-end eCommerce platform that connects facility managers, business owners, and consumers with ceiling solutions.
Aside from handling site customer support inquiries, including phone calls, emails, form submissions, and chat interactions, you will play a vital role in assisting customers with navigating their shopping experience and converting eCommerce sales opportunities. In addition, this position offers a tremendous avenue for learning and maturing within the eCommerce sector for those with a strong foundation in communication and customer service.
What you’ll be doing
- Responding to customer inquiries via live chat, phone, e-mail, and form submissions
- Conducting follow-ups on voicemails, abandoned carts, and recording activities
- Answering customer questions related to lead and delivery time updates
- Developing in-depth knowledge of Ceilings, Suspension Systems, and Architectural Specialties products to support selling and follow-up processes
- Developing a reputation as a go-to product expert
- Identifying creative ways to better serve our customers
- Employing an initiative-taking selling approach to help assist customers
- Validating product selections, quantities, and more to give customers confidence
- Creating quotes and follow-ups to close sales
- Implementing a variety of tactics to close quotes
- Solving common customer concerns related to cost, lead time, timing, and installation
- Communicating and tracking customer feedback to Product and Marketing teams to improve the overall customer experience
- Partnering directly with our Fulfillment and Operations teams for updates on order tracking, damage claims, and carrier issues
- Covering aspects of your teammates’ workload when they are out of the office
- Exercising consistent listening and critical thinking when assisting customers
- De-escalating complex calls when appropriate
- Developing effective written responses to customer questions and inquiries
- Learning and utilizing Kanopi systems including Drift, HubSpot, Kixie, and more
- Following through on all customer issues until a resolution is complete
- Seeking guidance from your team when solving difficult customer issues
Qualifications
- High School Diploma or GED (Associate or Bachelor’s Preferred)
- One or more (1+) years of customer service and inbound calling expertise
- Experience working within eCommerce or call center environments (Preferred)
- A startup mindset and a keen sense of urgency to drive online sales
- Ability to deliver a top-notch customer experience and take initiative
- A commitment to exceeding customers’ expectations