Job Description
About Surya Inc.Surya Inc. is an innovative home furnishings company catering to a variety of lifestyles. Surya Inc.'s thoughtfully curated design-forward furniture, rugs, textiles, lighting, wall decor and accents are available worldwide through leading retailers, interior designers, and online stores. The Surya Inc. family of brands includes Surya, Global Views, Mitchell Gold + Bob Williams, Livabliss, and RST Brands. Surya Inc. has been named to the Inc. 5000 annual list of America's fastest growing privately held companies ten times. Customer Care ProfessionalSurya is seeking a Customer Care Professional who is passionate about delivering exceptional service and building long-term customer loyalty. Our Customer Care team plays a critical role in processing orders and resolving customer inquiries through phone and email support.This role is ideal for someone who thrives in a collaborative team environment, enjoys problem-solving, and consistently exceeds customer expectations by providing reliable, responsive, and resourceful service. You will become a Surya subject matter expert, supporting customers with product knowledge and internal processes.Our Customer Care leadership team is caring, supportive, and fully invested in your success.Primary ResponsibilitiesHandle customer inquiries via phone and email with professionalism and empathyProcess customer orders accurately and efficientlyVerify account information on all customer interactionsCreate and manage tickets for each customer contactGreet customers warmly and clearly identify the purpose of their callEducate customers on navigating and using the websiteProvide accurate and detailed product and service informationRecommend alternative solutions when customers are considering cancellationDocument customer interactions and update accounts as neededDe-escalate and resolve upset or frustrated customersEscalate recurring or complex issues to the appropriate supervisorShare insights and recommendations for process improvements with leadershipDevelop and maintain expert-level knowledge of Surya products and internal processesJob RequirementsExceptional customer service and communication skills2+ years of customer service experienceStrong problem-solving and critical-thinking abilitiesAbility to work effectively in a team-oriented environmentExceptional attention to detailProficiency in Microsoft Office (Excel, Outlook, Word)Experience with order entry and ticketing systemsAbility to adapt to change and learn new processes quicklyDemonstrated ability to balance customer satisfaction with business needsPreferred QualificationsCoursework toward an advanced degree in a related field2+ years of phone-based customer service experienceExperience contributing to process improvement initiativesPI56acef0-