Hospitality Customer Care Specialist

Surya Inc. proudly includes renowned brands such as Surya, Global Views, Mitchell Gold + Bob Williams, Livabliss, and RST Brands. We’ve been honored ten times on the Inc. 5000 list of America's fastest-growing privately held companies.

Job Summary

Acts as a Surya subject matter expert for Contract/Hospitality customers concerning Surya products, orders, and fulfillment processes. Reports directly to the Vice President of Sales and interacts with all Surya departments to resolve issues for the customer.

Primary responsibilities:

• Engage customers on a personal, individual non scripted level
• Manage ALL communications between internal departments and external clients and sales reps
• Respond to client inquires in a timely and professional manner
• Detailed reviews of all PO’s for potential red flags
• Ensure accurate order placement and fulfillment.
• Accurately document all customer interactions in appropriate systems.
• Troubleshoot and resolve issues to the satisfaction of customers as needed.
• Input quotes into client portals and fill out client forms for manager review/signature
• Liaise with clients on web access and navigation
• Foster a strong collaborative working relationship with all internal departments
• Facilitate getting images and tear sheets (proposals) for customers
• Other duties or projects related to orders, quotes, and project management as assigned
• Verify account information on all calls.
• Gain and excel in knowledge of all Surya products and processes.

Job Requirements:

• 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
• Demonstrate exceptional customer service skills
• Exceptional attention to detail is critically important
• Ability to handle multiple projects at the same time

Preferred Experience:

• Greater than two years of experience in a service support role.
• Some advanced degree work in a related field.
• Two or more years of customer phone service.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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