Job Details

About Salem Stones

Salem Stones, a family-owned granite memorials distributor since 2006, takes pride in building strong relationships with both our customers and employees. In an industry that honors loved ones, we value the personal connections that ensure superior customer service and employee satisfaction.

Position Summary

As a Tier 2 Customer Service Representative, you will be the go-to contact for our customers, delivering solutions with professionalism and empathy. Guided by our customer experience mission statement, you'll leverage product expertise and strong communication skills to assist customers quickly and accurately, helping them create meaningful memorials.

Success in this role requires initiative, ownership, and exceptional follow-through to resolve customer inquiries and deliver a world-class experience.

Responsibilities

• Provide solutions to customer inquiries while delivering exceptional experiences.
• Follow through on requests to ensure timely, accurate resolution.
• Offer quotes, orders, and status updates; recommend products and services.
• Collaborate with suppliers and internal teams to meet customer needs.
• Accurately manage and document cases in the ticketing system.
• Meet performance metrics, including customer satisfaction and service levels.

What We're Looking For

• Education: High School Diploma or equivalent required; a degree in Marketing, Business, or a related field is a plus.
• Experience: 2+ years in customer service, account management, or a similar high-volume role.
• Skills:
  • Professional communication (verbal and written).
  • Strong time management and organizational abilities.
  • Proficiency in Microsoft Office; experience with RingCentral or Freshdesk is a bonus.
• A proactive, problem-solving mindset with a commitment to delivering exceptional service.

Physical Environment

This role is primarily remote but may require occasional travel to either our Obetz, OH or Elberton, GA locations for training.

Why Salem Stones?

Join a high-performance team dedicated to supporting customers and employees alike. At Salem Stones, we foster a culture of care and excellence.

Salem Stones is an equal opportunity employer.

Ready to make an impact? Apply today!

JOB CODE: 1000011