Job Description

The Kitchen & Bath Designer shepherds customers through the process of obtaining a custom designed kitchen/bath, ensuring an experience that wows. This individual has an entrepreneur growth mindset, builds leads, creates compelling designs, nurtures excellent customer relationships, and contributes to profitability of our 100% employee-owned company.

About the Role

This role involves ensuring a warm and welcoming customer experience, optimizing lead management, qualifying customer needs, designing kitchen and bath plans, and maintaining necessary paperwork.

Responsibilities

• Ensure customer walk-in experience is warm and welcoming, by, for example, prompt acknowledgment, helpful approach and well-maintained displays and work areas. Turn shoppers into customers.
• Optimize Lead Management:
• Cultivate relationships with customers who ask for you by name.
• Build professional portfolio and market yourself to build your business.
• Contribute to growth and profitability of our employee-owned company.
• Qualify customers to understand needs, uncover and overcome objections and provide a solution that fits. This includes:
• Efficiently identify purchase phase, provide appropriate level of service for each:
• Dreaming – discussion of budget and vision.
• Pricing – rough estimating of vendor pricing.
• Designing – having a commitment on price point and a specific style.
• Purchase - Instill customers confidence in decisions having effectively communicated the pairing of client needs and product value.
• Establish strategy to identify yourself the expert and HPM as the vendor of choice for all phases offering a retainer commitment.
• Seamless customer on-boarding, making it easy for them to work with HPM.
• Sell expectations and educate customer on products.
• Explain best value for look, quality and features at different price points.
• Record contact details in customer relationship management system, which enables targeted marketing and business reporting.
• Design kitchen and bath plans to customer specifications, using 2020 design program:
• Prepare timely and accurate quotations in BisTrack (business management software), present to customer for approval; repeat process with any changes.
• Efficiently maintain necessary paperwork such as obtaining signatures on terms and conditions before placing order, customer files and information, etc.
• Working with vendors and merchant team, order necessary products and follow up to ensure they arrive on time and in good condition.
• Regularly take initiative in product knowledge and professional growth in order to speak knowledgeably about product offerings and trends and build leads.
• Other projects and responsibilities may be added at the company's discretion.

Qualifications

• Education and Training Requirements: High School diploma or equivalent required.

Required Skills

• Knowledge of the construction process from start to finish preferred.
• Requires exceptional interpersonal skills, high level of emotional intelligence, awareness and capacity to anticipate needs, and ability to provide proactive customer care from start through completion of project.
• Clear and concise communication skills motivated by a sense of urgency in promptly responding to customer emails and phone calls within 24 hours.
• Able to build strong relationships with own team as well as internal teams by understanding their processes and collaboratively working together to provide exceptional service to our customers.
• Must have ability to consistently convert prospects into customers.
• Strong organizational, project management and problem-solving skills with impeccable multi-tasking abilities. Must be resourceful and able to independently find solutions.
• Requires a demonstrated growth mindset, an eagerness to continuously learn.
• Ability to recognize how parts fit together, replicating designs from components.

Preferred Skills

• Previous experience in customer-facing position necessary.
• Intermediate computer experience required, including email and Microsoft Office.
• Previous experience in sales, project planning and 2020 design software preferred.

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