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Check with seller Customer Service and Sales Specialist - REMOTE Denver

Published date: April 3, 2022
  • Location: Denver, Colorado, United States

Company Description

TILLY’S MISSION

Tilly is a venture-backed female-founded startup on a mission to bring professionally designed yards to more homeowners, connecting them to their surroundings and inspiring a lifelong love for their outdoor spaces.

Job Description

THE ROLE

The Customer Service and Sales Specialist role is a unique opportunity to join a fast-growing team that believes in the power of an exceptional customer experience. As a member of this team, you will have a chance to make a direct impact on the sales funnel and customer journey throughout their time with Tilly. Reporting to the President & Co-Founder, the successful person in this role will ensure potential customers receive the friendly attention and value-added support that reflects Tilly’s brand promise and inspires continued engagement with the company. They will also serve as a responsive customer service agent, taking care of the customer throughout their project and beyond.

Given Tilly’s early stage and the ever-evolving needs of the company, this role will change over time. New and exciting opportunities arise every day and we are looking for candidates who will embrace and be motivated by that flexibility. This position is eligible for performance-based incentives.

WHAT YOU'LL BE DOING

Learn about the company’s history, process, value proposition and customer base, then keep up-to-date with current service offerings and relevant trends

Provide pre-purchase sales support through our lead channels (phone, email, web chat and more)

Collaborate on the development & enhancement of sales processes, tools and methods to improve our capacity to serve more potential customers and to better meet their needs

Reply to post-purchase customer inquiries via email, phone, and occasionally live chat

Provide post-purchase support to answer questions and solve problems related to orders, customer onboarding, project management, product delivery and more

Collaborate on the development of CS processes, tools and methods, improving our capacity to serve more customers and better meet their needs

Liaise with our design team to investigate customer concerns, then communicate, manage and at times execute the solutions

Execute on strategic projects that improve customer experience, communication, efficiency, tracking, and quality

Support the Design Team with designer assignments based on customer profile and designer strengths

Ensure that at each customer touchpoint we are delivering a best-in-class experience and clear brand promise

EXPECTED RESULTS

Provide best-in-class customer service that supports high customer satisfaction ratings

Grow the business’s topline revenue through effectively and efficiently serving customers (and moving opportunities through the sales funnel)

Prompt, accurate communication and resolution of customer inquiries

Develop relationships that lay the groundwork for future purchases and referrals

Pursue continuous improvement in all aspects of sales, customer service and professional performance

Qualifications

EDUCATION & EXPERIENCE

1 to 3 years working in a customer-facing role

2 or 4 year degree preferred but not required

Experience in a team-based work environment highly preferred

Experience working in a startup company highly preferred

SKILLS, REQUIREMENTS & ABILITIES

Excellent written/verbal communication and interpersonal skills

High empathy, especially for our customers

Passion for relationships and helping others

Critical thinking and problem-solving skills

Highly motivated, self-directed, and entrepreneurial

Positive energy and the ability to work in a team environment

Ability to thrive in a fast-paced environment

Flexibility to cover evening and weekend phone and chat support shifts as needed

Experience with common CRM platforms

Track record of customer success

Additional Information

ABOUT TILLY

Tilly was founded by an acclaimed landscape architect who saw the need for a more affordable design solution. We are now serving homeowners across the U.S. and Canada with our national team of designers, each with deep plant knowledge in their region. Tilly is a female-founded and women-owned business with a remote workforce allowing flexibility on location within North America. We offer a competitive benefits package, including performance-based incentives, medical insurance, 401(k) contributions, paid family leave, and more.

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