Job Description

Surya is an energetic home décor brand that has gained attention for its innovative designs and breadth of high quality home accessory solutions. Products ranging from area rugs and pillows to poufs and wall art are sold through a broad spectrum of global retailers, distributors, and interior designers. Surya fosters an energetic work environment of creativity and collaboration, with each employee taking personal ownership in the company, and we are known for our best-in-class products and solutions-driven customer experience. Surya has been named for seven consecutive years to Inc. Magazine's Inc. 500/5000 list of America's fastest growing privately held companies.

Job Summary

Surya is looking for a customer care professional with a passion for creating loyal customers. The Customer Care team processes orders and resolves and responds to customer issues via email and phone contact. We are looking for someone who loves to work within a team to exceed customer expectations and provide reliable, responsive, and resourceful service in every interaction. You will have the opportunity to become a Surya subject matter expert for customers concerning Surya products and processes. Our Customer Care management team is caring, supportive and dedicated to your success!

Primary responsibilities:

• Handle customer inquiries via phone and email and process orders with exceptional service.
• Verify account information on all calls.
• Create tickets for each call.
• Greet customers warmly and ascertain problem or reason for calling.
• Inform and instruct customers on the use of the Surya.com website.
• Provide accurate product and service information.
• Recommend options to customers when they are attempting to cancel.
• Note accounts as appropriate.
• Diffuse upset customers as needed.
• Escalate recurring problems to immediate supervisor.
• Provide supervisor and Customer Care management with process improvement recommendations.
• Gain and excel in knowledge of all Surya products and processes.

Job Requirements:

• Exceptional customer service skills
• Two or more years of experience in customer service
• Demonstrates ability to accurately problem solve
• Enjoys working with others in a team environment
• Exceptional attention to detail is critically important
• Knowledge of Microsoft office products, i.e., Excel, Outlook, Word
• Experience working with order entry and ticketing systems
• Adapts well to change and learning new processes
• Demonstrates the understanding of balancing the needs of the business with customer needs.

Preferred Experience:

• Some advanced degree work in a related field.
• Two or more years of customer phone service.
• Experience working on process improvement initiatives.

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