Customer Experience Specialist

F. Schumacher & Co. is an innovative interior design company that is disrupting the $150 billion dollar global interior design industry. We are a technological leader on the design frontier, constantly pushing boundaries and striving for excellence. With over 500+ employees and growing, we are driven by a shared belief that design transforms life. We are dedicated to the mission of helping our customers “celebrate the feeling of home”. Schumacher designs and produces some of the most beautiful fabrics, wallcoverings, trims, furniture, and accessories in the world. Our portfolio of products is broad, but they are united by a passion for design, a thirst for what is next, an appreciation for what’s come before, a drive to make our products with enormous care and an attention for detail. Schumacher is a globally recognized company with a myriad of showrooms both domestically and internationally.

Our competitive advantage in the industry is people. We believe that our employees are our most valuable asset. F. Schumacher & Co. is deeply anchored in our company core values which are as follows:

• Preserve The Entrepreneurial Spirit
• Take Ownership & Accountability
• Be Solutions-Oriented
• Demonstrate Courage
• Practice Adaptability
• Embrace Collaboration

We empower our employees to live these values daily because we understand how it will positively impact the customer journey. F. Schumacher & Co., also known as FSCO, is the parent company to many brands within our portfolio. 

About The Role

We are seeking a dedicated and motivated Customer Experience Representative to join our team. This individual will serve as a key point of contact for our clients, providing exceptional support via phone, chat, and email. The ideal candidate will possess strong communication skills, a customer-first mindset, and a keen attention to detail, with the ability to review, approve, and process applications and claims efficiently.

Key Responsibilities: 

• Respond to inbound calls, chat inquiries, and emails in a professional and timely manner.
• Address client questions, concerns, and requests promptly while providing a high level of customer service.
• Maintain a positive, friendly, and helpful demeanor when communicating with clients.
• Review and process trade applications submitted by clients.
• Ensure all applications meet company guidelines and accurately process the approval or denial of submissions.
• Communicate the outcome to clients in a clear and professional manner.
• Review and process claims submitted by clients, ensuring accurate documentation and timely resolution.
• Collaborate with relevant departments to ensure claims are processed efficiently.
• Provide clients with updates on the status of their claims and address any questions or concerns.
• Maintain and update customer records in the system, ensuring all information is accurate and current.
• Handle customer record requests with care and accuracy.
• Quickly assess and resolve client issues in a positive and proactive manner.
• Ensure that each client interaction results in a satisfactory outcome, using sound judgment and problem-solving skills.
• Escalate issues to higher management as needed when further support is required.
• Perform various administrative tasks, including data entry and filing, as needed.
• Assist with other customer service-related functions as directed by management.

Qualifications:

• Strong verbal and written communication skills.
• Exceptional problem-solving abilities and the ability to think on your feet.
• Detail-oriented and able to manage multiple tasks simultaneously.
• Proficiency in using customer service software, Microsoft Office, and CRM systems.
• Ability to remain calm and professional in high-pressure situations.
• Previous customer service experience preferred.
• Client-focused with an emphasis on delivering exceptional service.
• Ability to work well independently and as part of a team.
• Quick thinker with a positive attitude and solution-oriented mindset.
• Highly organized with strong time-management skills.

We are an Equal Opportunity Employer committed to diversity, inclusion, and equality in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law.