Customer Experience Representative

2 days ago

Toronto, Canada Stone Tile International Full time

Title:  Customer Experience Representative

Reports to: Director, Customer Experience

Schedule: Monday to Friday 8:30am to 5:00pm & Occasional weekends


Stone Tile International is looking for a Customer Experience Representative in the GTA to join our dynamic team

We are continuously looking for the best and most promising individuals to join our tightknit and unique team. Celebrating our 30th anniversary in 2022, we are North America’s leading fashion house of natural and manufactured tiles, stone, and wood. With over 160 employees and showrooms across major Canadian cities such as Toronto, Montreal, Vancouver, and Calgary, we are seeking to improve our international reputation as a luxury design firm for the architects and designers’ community as well as discerning residential customers to redefine their spaces to transcend the ordinary

Stone Tile is searching for a Customer Experience Representative (CX) who will be required to provide a high level of customer experience to Stone Tile International Inc. clients at all times while striving to achieve business targets through superior communications skills. The CX will also be responsible for handling general inquiries, placing accurate orders, and referring escalated calls to the appropriate personnel. Integrity, vision, professionalism and passion are key components of this position and other duties may be assigned as necessary.


What will you do?

• Processing orders by phone, e-mail & walk-in customers.

Receive payments.

• Assist customer with problems, questions and general information.

• Assist with administrative tasks as required.

• Respond to customer experience calls in a courteous and professional manner as per Company policies and management expectations.

 • Investigate and troubleshoot customer experience issues via telephone.

 • Defer client inquiries to appropriate members of the CX Team. Strong collaboration and teaming required

• Refer escalated customer calls to Customer Experience Supervisor. 

• Appropriately communicate brand identity and corporate position. 

• Provide information about Company products and services, charges and service conditions, and service availability. 

• Update P21 and other departmental tracking sheets with accurate messages and data regarding transactions.

 • Conduct call-backs to ensure customer satisfaction, as necessary.

 • Other duties may be assigned as require


What Customer Experience Qualifications/Skills do you have

·       Understanding the Client/Customer Focus

·       Outstanding communication

·       Problem Solving

·       Professionalism

·       Time Management

·       Process improvement

·       Proactive work ethic


What Education and Experience skills do you have?

·       3-5 years' experience in a Customer Experience role preferred.

·       Tight deadlines, attention to detail

·       Ability to multitask

·       Proven organizational and time management skills

·       High level verbal and written communication skills in English

·       Committed to contributing to a strong team culture to ensure success.


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