About DecksDirect.com
Helping People Build Better Decks
Founded in 2008, DecksDirect was created with the sole purpose of offering a smoother and all-around better deck-building experience for everyone, from first-time builders up to professional contractors. We want to create the best deck shopping and building experience possible. We want our customers to feel confident in both what they're buying and what they're building for an outdoor space the whole family will love. We're a team full of real people, with unique personalities, and one common goal: helping people build better decks. With decades of experience and a passion for delivering personalized service, we understand that there's no dream, project, or piece too small.
Our Core Values
Our values are rooted in our North Star promise of Building Together to foster a workplace where everyone can thrive, and a promise to our customers to provide an unparalleled experience. We achieve success by working as a team and collaborating with our customers.
Building Together inspires a culture where every member of the team embodies the principles of
Courage, Resourcefulness, and Drive.
Courage: ignite possibilities, embrace change, and lead with confidence.
At DecksDirect, we act courageously and boldly, seeking opportunities to be better every day. We play to win, confronting challenges, innovating fearlessly, and reimagining what's possible. By acting courageously we overcome obstacles and create our own opportunities to succeed.
Resourcefulness: come up with bold and ingenious solutions to relentlessly overcome challenges.
At DecksDirect, resourcefulness is the bedrock of our success. We find creative solutions to overcome obstacles, utilizing every tool available and using our ingenuity to influence outcomes. With fortitude and agility, we adapt to a continuously evolving landscape, enhancing our ability to serve our customers.
Drive: break barriers, crush goals, and own success unapologetically.
At DecksDirect, our commitment to excellence drives us. By setting ambitious goals, striving for continuous improvement, and focusing on results, we achieve the best outcomes for our customers. United by our shared successes, we are driven to excel and perform every task with tenacity and excellence.
These values are our anchor and allow every interaction to be focused on our customer's journey with DecksDirect.
The
Customer Support Representative plays a key role in ensuring customer satisfaction. This position will work directly with customers to proactively communicate and resolve post-order product/service issues while ensuring a positive service experience. This role works directly with DIY and DecksDirect vendor partners as well as across departments to provide the best solutions to customers.
Responsibilities
- Respond to customer inquiries through various channels, including phone, email and chat
- Timely post-sale, proactive customer communication and follow-up with documentation maintained in CRM.
- Proactively communicate with internal and external teams
- Place and manage purchase orders with vendors
- An understanding of company offerings and using this knowledge to assist customers
- Collect customer feedback and collaborate with team members to develop strategies for business improvements or helpful customer content
- Maintain current knowledge of department processes and identify and recommend opportunities for improvement
- Track and monitor progress to KPIs (Key Performance Indicators) and Customer Support metrics and suggest opportunities to hit or exceed goals.
- Additional customer service duties and responsibilities as needed
Qualifications
- Bachelor's degree OR equivalent of 2+ years of work experience in a customer facing support or service role (phone or in-person)
- Working experience with the Google Workspace, specifically Gmail, Google Drive, Google Chat, Google Meet; experience with Google Docs and Google Sheets a plus
- Familiarity with shipping methods: small parcel, LTL
- Familiarity with CRM systems and practices
- Demonstrated basic computer literacy
Position Details
- Full time: hourly
- Wage: $21/hr
- Monday-Friday, day shifts available between the hours of 7:00 am-6:00 pm
- Location: Plymouth, MN - this position is not eligible for remote or telecommuting
Benefits
- Health, dental and vision insurance
- 401k
- Company Paid Life Insurance and Short Term Disability
- Paid holidays
- Paid Time Off
- Employee Assistance Program (EAP)
Required
Preferred
Job Industries