Position Description

Knovo is an award-winning retail branch design and architectural services firm, offering comprehensive solutions from 3D site surveys and architectural models to data-driven asset management. Our goal is to transform spaces by optimizing design and planning, helping brands craft efficient, engaging, and immersive environments that elevate the customer experience.

We are seeking a dedicated and customer-focused individual to join our team as a Customer Care Representative. In this role, you will provide direct assistance to financial center staff experiencing issues with digital fixtures or other merchandising elements within their environments. You will be responsible for supporting financial center staff through exceptional customer service, resolving issues with digital fixtures or elements, addressing inquiries, and issuing relevant responses via email or ticketing systems. You will be the first point of contact for troubleshooting technical problems and ensuring minimal disruption to branch operations.

The ideal candidate will have prior experience in customer service and the ability to work independently and as part of a multi-disciplinary team to meet customer needs.

If you meet our qualification requirements and enjoy working as part of a close-knit team that is obsessed with customer success and delivering results, can communicate effectively, have strong attention to detail and can work in a fast-paced environment, this job is for you.

Key Tasks and Responsibilities:

• Manage a variety of customer inquiries and respond promptly and professionally via email, direct phone calls or ticketing systems.
• Document customer interactions and maintain accurate records of customer inquiries.
• Review reports, emails, and tickets and create consolidated distribution reports to relevant partners.
• Conduct thorough investigations based on previous reports, photos, scans, and other available sources to gather relevant information and take necessary actions.
• Generate reports and perform data analysis daily, using various tools and software, to identify trends, patterns, and areas for improvement.
• Identify the status and urgency of requests, ensure action resolution, and send automated notifications to interested parties or other relevant stakeholders.
• Identify and escalate priority issues to the appropriate team members.
• Troubleshoot issues related to digital signage and other Merchandising elements (e.g., displays, signage).
• Maintain and understand clients current Digital and Static Merchandising system, fixtures and codes to support customer service ordering, support and troubleshooting.
• Communicate clearly and professionally with non-technical end users.
• Provide follow-up and documentation for each support case.
• Serve as the primary contact for technical support inquiries via phone and email.
• Uphold the company's standards for professionalism, ethics, and customer service excellence at all times, to exceed customer service performance metrics and goals.

Qualifications

• At least 2 years of experience in customer service.
• Excellent written and verbal communication skills.
• Proven abilities to connect with customers to build rapport and trust.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Proficient in using ticketing systems and Microsoft Office.
• Previous experience in merchandising services is desirable, as it can provide valuable insights into the specific needs and expectations of customers in those industries.
• Knowledge of or ability to learn Digital Signage or other electronic devices if a benefit.

Key Competencies:

• Time management and prioritization skills.
• Team collaboration and leadership.
• Strong customer service orientation.
• Adaptability to changing demands and processes.

Benefits:

• Competitive salary.
• Health Plan.
• 401(k).
• Paid Time Off.
• Opportunities for growth and advancement.

Location:

• This is a  hybrid position with a minimum of 3 days per week in office.