Job description
Who We Are:
At The Urban Electric Co., we make it our mission to recruit and retain highly skilled and passionate individuals. Because we have a genuine respect for the talents and story of every member of our team, our culture attracts a wide variety of personalities and backgrounds to compose an eclectic and fun atmosphere. Each of our company’s products is bench-made and hand-finished at our 175,000 sq. ft. headquarters in Charleston, which houses the talented engineers, sales and marketing professionals, designers, and craftsmen who make up our team. We pride ourselves on manufacturing processes that secure the growth and sustainability of artisanal craft for the future by using modern techniques that enhance and refine the hand-build approach as opposed to replacing it.
Some Benefits & Perks of Working at The Urban Electric Co.
- Opportunity for very generous quarterly bonuses through the company PMB (Productivity Metric Bonus) program
- Medical & dental insurance with employer contributions
- 401(k) savings plan with employer match
- Paid parental leave for new moms and dads
- Generous paid time off and holidays
- A company-wide health & wellness initiative
- An on-site barista with complimentary drinks and snacks
- Robust training program with room for growth and merit based advancement
Who You Are:
As a Client Service Assistant, you will effectively support the Client Service Team by learning and executing all aspects of the order management lifecycle. You will also provide support for warranty coverage. You will show independent initiative to execute the best outcome for the client.
You will be client facing, and you will maintain impeccable client relations and effectively handle all support aspects of the client’s order experience in a timely and professional manner. Your position will play a critical role within the Sales/Service/Marketing team and you will be tasked with delivering transformational client service to provide a seamless experience for our clients and drive customer loyalty.
A Day in the Life:
Client Services Tasks:
- Answer phone calls as back up to front office administrator and sales assistants.
- Serve as secondary point of contact on CS team for clients once an order is entered by Sales.
- Update client accounts with most up-to-date information as needed.
- Tailor service support to trade and homeowner clients respectively.
- Assist as necessary with greeting company visitors in a professional and friendly manner whether in person or on the phone.
- Respond to all emails within 24 business hours.
- Work cross-functionally with accounting and sales departments to assist with client needs.
- Other relevant tasks as assigned by your manager.
Order Support Tasks:
- Process final payments on behalf of the client.
- Confirm final shipping address and freight details.
- Confirm and update “to be determined” order details as requested by the Client Service Specialist.
- Process order changes as requested by the client.
- Act as “out of office” coverage for Client Service Specialists as needed.
- Gather pertinent information surrounding Client’s Order – installation dates, details of project (event, residence, commercial property, new construction), limitations on due date, delivery preferences - and keep accurate records of all client interaction.
Warranty Tasks:
- Provide installation instructions to clients as needed.
- Acquire understanding of client warranty needs.
- Take the lead on bulb replacement and backstock orders.
- Assist with entry level RA’s.
- Provide clients with solutions to warranty issues with urgency in a manner that favors the benefit of the client.
- Acquire strong understanding of products on order including comprehension of print sets, installation instructions, final work instructions, finish & glass options, and any modified custom capabilities included with orders.
What Will Set You Up for Success:
- A Bachelor’s degree is preferred.
- 1-2 years prior experience in a client facing role.
- Strong computer and internet skills including programs such as Word, Excel, Outlook, etc.
- You enjoy solving problems. You love taking on difficult challenges and finding solutions. If you don’t know the answer, you’ll dig until you find it.
- You pay attention to the details. As far as you’re concerned, anything worth doing is worth doing right, every single time. You stay focused and nothing falls through the cracks on your watch.
- You think on your feet. You like learning new things and you can learn quickly. When things change you don’t get flustered, and you know how to roll with the punches.
- You communicate clearly. You write well. You speak eloquently.
- You are motivated and driven. You volunteer for new challenges without waiting to be asked. You’re going to take ownership of the time you spend with us and truly make a difference. Our motto “Always Proud, Never Satisfied” resonates with you!
- You are a trustworthy individual who can handle and protect confidential information.
- You're a star at multi-tasking and managing multiple on-going projects at once.
Primary Location:
- This position will be located at our brand new, state of the art Cooper River Campus (CRC).
- The physical address for this position will be at 2120 Noisette Blvd., North Charleston, SC 29405.
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