Customer Experience Rep

NVB PLAYGROUNDS INC•Indianapolis, IN

25d•Onsite

About The Position

The Customer Experience Representative ensures exceptional customer experience from initial contact through project completion. This role focuses on qualifying and developing inbound leads from multiple sources, gathering critical information to support the sales process, and maintaining strong customer relationships. The ideal candidate is a highly motivated self-starter with exceptional attention to detail, superior customer service skills, and strong relationship-building abilities.

Responsibilities

Lead Management & Customer Contact: Field all incoming phone calls by the first ring and respond to web chats within 15 seconds
Lead Management & Customer Contact: Respond promptly to web leads and quote requests, initiating discovery questions to gather necessary information
Lead Management & Customer Contact: Conduct initial qualification of prospects to identify high-potential opportunities for the sales team
Lead Management & Customer Contact: Log all client interactions (phone calls, emails, meetings) accurately in HubSpot CRM system
Sales Support & Quote Development: Provide comprehensive support to Sales Experts/Specialists when Sales Coordinators are unavailable
Sales Support & Quote Development: Assist sales team with quote preparation, proposal development, and systematic follow-up activities
Sales Support & Quote Development: Begin quotes with maximum accuracy based on discovery questions to streamline handoff to sales agents
Sales Support & Quote Development: Obtain necessary sales documentation including signed purchase orders and tax exempt certificates
Sales Support & Quote Development: Help drive sales through proactive client engagement, suggestive selling, and product knowledge sharing
Customer Service & Order Management: Provide troubleshooting assistance for customer orders, account statuses, and project-related issues
Customer Service & Order Management: Communicate lead times, shipping information, and project timelines to customers
Customer Service & Order Management: Collect and verify payment information, confirming all pertinent details (products, quantities, colors, mounting styles, billing/shipping information, renderings)
Customer Service & Order Management: Send customers installation instructions, packing lists, and other project-specific documentation
Customer Service & Order Management: Manage customer expectations regarding lead times, pricing estimates, and project deliverables
Product Knowledge & Industry Expertise: Maintain current and comprehensive knowledge of playground equipment, safety guidelines, and industry regulations
Product Knowledge & Industry Expertise: Contact manufacturers for product specifications, lead times, and estimated shipping dates
Product Knowledge & Industry Expertise: Occasionally assist clients in selecting equipment that best suits their specific needs and requirements
Product Knowledge & Industry Expertise: Regularly educate oneself on evolving playground equipment guidelines and safety regulations
Team Collaboration & Communication: Conduct daily check-ins with Sales Manager to discuss open projects, priorities, and task completion
Team Collaboration & Communication: Establish and maintain productive interdepartmental relationships to ensure smooth client transitions from lead stage through project completion
Team Collaboration & Communication: Collaborate effectively with design, operations, and fulfillment teams to deliver seamless customer experience
Team Collaboration & Communication: Actively contribute to Team sales goal achievement through lead development and customer retention
Relationship Development: Develop and maintain strong relationships with new and existing clients through consistent, professional communication
Relationship Development: Provide outstanding customer service that reflects company values and builds long-term customer loyalty
Relationship Development: Respond to customer inquiries promptly and professionally across all communication channels