About us
JC Smith Inc is a 48-year business headquartered in Syracuse, NY, with 5 other NY locations. We are customer-focused, and our goal is to work hard, have fun doing it, and excel in our performance.
Our work environment includes:
• Casual work attire
• Lively atmosphere
• Regular social events
Job Description
This role combines sales expertise with technical product knowledge to engage website visitors through our website. This role requires you proactively assist customers in finding the right construction equipment and supplies, provide expert product recommendations, close sales, and deliver an exceptional online procurement experience that reflects our commitment to quality service.
Essential Functions:
Monitor and respond to incoming live chat inquiries promptly and professionally through our website using CRM tools.
Proactively engage website visitors to understand their project needs and requirements
Guide customers through product selection for concrete equipment, power tools, laser levels, safety supplies, erosion control materials, and other construction equipment
Present product specifications, features, and benefits with confidence and accuracy
Recommend complementary products and accessories to maximize customer value
Process online orders, quotes, and product inquiries efficiently
Convert chat interactions into confirmed sales by building rapport and demonstrating product value
Upsell and cross-sell relevant products based on customer projects and needs
Stay current on new products, promotions, and inventory availability
Provide technical specifications and application guidance for construction equipment
Share firsthand product experience and practical usage recommendations.
Deliver accurate information about pricing, availability, delivery options, and store locations.
Assist customers with order tracking, returns/exchanges, and product support inquiries.
Coordinate with warehouse and delivery teams for special requests.
Handle customer concerns professionally and escalate complex issues appropriately.
Provide information about JC Smith's rental equipment services.
Guide customers to appropriate resources including store locations, service departments, and specialist teams.
Maintain detailed chat logs and customer interaction records.
Track sales metrics, conversion rates, and customer satisfaction scores.
Collaborate with inside sales team and branch personnel.
Contribute to knowledge base development and FAQ documentation.
Participate in product training sessions and team meetings.
Support marketing initiatives by gathering customer feedback and insights.
Qualifications:
High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
Experience level:
Minimum 2 years of customer service or sales experience, preferably in construction equipment, building materials, or related industry.
Skill level:
Experience with live chat platforms, CRM systems, or e-commerce environments highly desirable.
Exceptional written communication skills with professional grammar and tone.
Technical proficiency with computers, web browsers, and multiple software applications.
Ability to multitask and manage multiple chat conversations simultaneously.
Excellent problem-solving skills and customer-focused mindset.
Typing speed of 50+ WPM with accuracy.
Experience:
Previous experience in purchase, supply, equipment rental and logistics.
Hands-on experience using power tools, concrete equipment, or surveying instruments.
Bilingual capabilities (Spanish/English) advantageous.
Familiarity with brands in in our inventory.
Experience with Sheffield Financing or similar contractor credit programs.
Performance Expectations
Maintain average response time of under 120 seconds for incoming chats.
Handle minimum of 3-5 customer interactions per hour.
Maintain customer satisfaction score of 4.5/5.0 or higher.
Accurately process orders with less error.
Demonstrate continuous improvement in product knowledge assessments.
Benefits:
• 401(k) Matching
• Dental and Vision Insurance
• Medical Insurance
• Employee assistance program
• Employee Purchase Discount
• Paid Life insurance
• Paid time off
• Paid Sick Time
• Paid Family Leave
• Paid training
Equal Opportunity Employer
JC Smith Inc is an equal opportunity employer committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected status. All qualified applicants will receive consideration for employment based on merit, qualifications, and business needs.
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