Client Experience Specialist II

Overview

We are One Workplace. We believe that people with a purpose need great spaces to perform their best work. We think big but work small, innovate through relentless curiosity, and treat each other – and our clients – like family. For 100 years, we haven’t forgotten who we are, and we’ve never stopped changing. From big city skyscrapers to the west coast's premier universities and medical facilities, we design insightful work spaces with the latest technology to provide our clients an environment that embodies their image and encourages success. Our drive and dedication to providing our clients with innovative spaces and solutions has helped us expand our footprint, and now it is time to expand our team.  

One Workplace is committed to the development of empathetic leaders, diversification of talent and increased representation at every level of our business. We believe in cultivating a culture of inclusion and are dedicated to building and retaining teams through removing unnecessary barriers to employment and providing opportunities for career growth. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.

Role is salaried, non-exempt and eligible for overtime pay

Compensation Range: $64,000-$68,000/year 

Location: Santa Clara, CA

OWP Benefits:

• 15 days of PTO
• 9 Paid holidays
• Medical/Dental/Vision Insurance
• Profit Sharing
• Paid Parental Leave
• 401k + Employer Match
• Wellness App with reimbursement of up to $500/year

Position Summary

Client Experience Specialist I works with the Sales team by participating in various aspects of pre-sales functions.  Integral participation in customer experience with the Sales team by aiding in the overall direction of day-to-day operations, problem solving, and decision making necessary to make projects successful. A Client Experience Specialist I gains basic knowledge to complete pre-order tasks while learning our internal processing systems.  

Responsibilities: 

• Work closely with Client Experience Manager to provide excellent customer service throughout the full scope of work, including diverse and difficult clients.
• Assume a proactive role by utilizing internal resources to service the client.
• Acquire skills to cope with ambiguity when faced with unexpected problems and deadlines, in addition to numerous interruptions.

• Assist Sales during the pre-project phase with the preparation and execution of projects.
• Respond and follow through on client requests in a timely manner.
• Assist with developing and enhancing relationships with new and existing customers by assisting Sales with pre-project tasks. Provide product solution options and answers to client’s questions or issues by researching and taking appropriate action in a timely manner (with oversight/direction from Sales). 

• Learn and gain expertise to further the furniture process by occasionally attending sales calls as determined by Sales, assists with budget development, foster relationships with reps and correspondence with key members of the team (designers, clients, contractors, etc.).
• Learn our internal order processing system, Hedberg, in addition to Steelcase Village, Coding, PID’s Directory, etc.
• Gain a basic understanding of how to reach out for vendor quotes and implementing information accurately into Hedberg.
• Take initiative and assist Sales with product research, pricing, and lead-time information.  Attend pre-project sales calls as determined by the team.
• Illustrate basic knowledge using our ordering system by creating sales quotes, applying discounts, and converting to sales orders.
•  Participating in industry events to keep product/services knowledge current.

Qualifications: 

Education/Experience 

Associate Arts degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Knowledge/Skills/Abilities 

• Excellent client service skills; professional oral and written communication skills; strong organizational and time management skills; strong attention to detail/accuracy; self-motivation; resourcefulness; ability to function in a team environment; positive and professional attitude.  
• Requires self-motivation with strong interpersonal skills and the ability to ask pertinent questions to determine client needs 
• High attention to detail and accuracy 
• Must be assertive, flexible, and have a strong sense of urgency.  Committed to supporting Sales Team goals.
• The ability to work independently and prioritize tasks is essential 
• Excellent written and verbal communication skills 
• Ability to provide excellent customer service and foster both internal and external relationships