Sr. Client Experience Associate

We are Porter, a progressive venture from the One Workplace family headquartered in Seattle, Washington. We’re here to create thoughtful human-centered spaces that foster meaningful relationships through collaborative design so that employees can work their best. We’ve worked with leading global and local companies to transform and design spaces to promote productivity and creativity. We are driven by radical hospitality, the act of going beyond what is required to add sincerity and integrity to all our work.

Porter 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.

Compensation range: $68,000-$75,000/year

Benefits:

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

Location: Seattle, Washington (remote opportunities available)

Position Summary: The Client Experience Associate (CEA) work directly with the Customer Experience Managers (CEM) at Porter  by participating in all aspects of pre and post sales function.  As an integral team member, the CEA is instrumental in delivering an excellent customer experience by providing support in the overall direction of day-to-day project deliverables while problem solving and making necessary decisions to make the project successful. As a CEA at Porter, you will be engaged in the project from start to finish which requires a high level of customer service,  clear concise communication with internal and external team members and thoughtful attention to detail. 

In line with Porter’s mission to be radically hospitable, you understand that repeat business, client satisfaction and project success relies on excellent engagement, anticipating needs, and rapid response. A CEA at Porter will excel in interpersonal, verbal, and written communication in addition to being a highly empathetic team player.

Responsibilities:

• Learn and gain expertise in utilizing templates to further the furniture process by: attending sales calls with CEM, co-create schedules, budget development, foster relationships with manufacturer representatives, methods of project management, and correspondence with key members of the team including but not limited to: designers, clients, contractors
• Illustrate proficiency using our ordering system by creating sales quotes, modifying based on client requests and converting those quotes to sales orders
• Ensure accuracy of sales orders by reviewing, verifying and processing vendor acknowledgements, verifying cost and delivery dates
• Inform internal team and external customers of order status by preparing necessary tracking reports and communicating updates on a regular basis
• Coordinate receipt, delivery and installation of product and services
• Represent team during major installation projects and provide project management as dictated by CEM
• Maintain long-term relationships and support of clients and accounts for needs and requests; including but not limited to: providing additional product solution, handling warranty claims and answers to customer questions and issues while focusing on providing long-term excellent service to maintain customer loyalty and satisfaction even after the project has completed

Qualifications:

Education/Experience

• Bachelor of Arts degree (B.A.) or Associates of Arts degree (A.A.) equivalent from a two or four-year college; or at least one year related experience in a similar role; or equivalent combination of education and experience
• Strong understanding and experience in customer service and how that relates to maintaining long term customer engagement and satisfaction

Knowledge/Skills/Abilities

• Excellent customer service skills & a commitment to delivering the best experience for Porter clients while demonstrating strong professional oral and written communication skills
• Knowledge of internal ordering systems or Hedberg will set your application apart
• Participant in industry training to keep product/services knowledge current
• Critical contributor to team effort by working closely with CEM to serve diverse and sometimes difficult and demanding clients with a proven ability to manage multiple projects amid changing priorities in a fast-paced environment, while delivering superior results within given deadlines

If this sounds like the right opportunity for you, please apply with your resume today. We look forward to connecting!