Customer Solution Specialist

Job Overview

At Matt's New & Used Appliances, we believe in more than simply selling appliances — we believe in serving people, solving problems, and helping our customers make confident decisions for their homes.

As a Customer Solution Specialist, you will play an important role in creating an excellent customer experience from the moment a customer walks through our doors to the completion of their purchase and beyond.

Your job is to understand the customer, learn what they need, provide accurate information, present solutions, and help them make a decision they feel good about. You will also help maintain our showroom, learn our products, support your teammates, and contribute to the overall success of the company.

This is a people-centered position for someone who enjoys helping others, communicating, learning, solving problems, taking responsibility, and continuously improving.

Who We Are

We are a Christian faith-based company committed to honoring God through the way we conduct business, care for our customers, and support one another.

Our culture is rooted in the principles found in Galatians 5:22–23:

• Love

• Joy

• Peace

• Patience

• Kindness

• Goodness

• Faithfulness

• Gentleness

• Self-Control

We strive to live these values through the way we serve our customers, work with one another, and conduct business every day.

What We're Looking For

A Strong Communicator

You can confidently speak with customers, ask good questions, listen carefully, and explain products and solutions in a way that is easy to understand.

You understand that great customer service starts with listening.

A Problem Solver

Customers don't always know exactly what they need.

You can ask the right questions, understand their situation, identify their needs, and help them find a solution that makes sense for them.

A Servant-Minded Person

You understand that your role is about serving the customer and the team.

You aren't simply trying to complete a transaction. You are trying to understand the customer's situation and help them find the right solution.

Goal-Oriented

You take personal responsibility for your work and understand that your actions contribute to the success of the entire company.

You are motivated to improve, accomplish goals, and contribute to the team.

Confident

You are comfortable approaching customers, starting conversations, answering questions, explaining products, and helping customers make decisions.

You can confidently recommend a solution while still respecting the customer's decision.

Coachable

You are willing to learn.

You can receive feedback, apply it, practice new skills, and continuously improve.

Self-Motivated

You don't need someone standing over you to stay productive.

You look for ways to help customers, improve the showroom, learn products, follow up with customers, and contribute to the team.

People-First Mindset

You understand that relationships matter.

You treat every customer with respect and professionalism regardless of their budget, background, or whether they purchase from you that day.

Passion for Excellence

You take pride in how you present yourself, how you present our products, how you communicate with customers, and how you follow through on your commitments.

Key Responsibilities

Customer Experience

• Greet customers promptly and professionally.

• Create a welcoming and positive shopping experience.

• Engage customers in conversation and determine what they are looking for.

• Ask effective questions to understand the customer's needs, budget, preferences, and situation.

• Listen carefully before recommending a solution.

• Help customers understand their options.

• Answer customer questions honestly and accurately.

• Explain product features, benefits, condition, pricing, warranties, and other relevant information.

• Demonstrate appliances and explain how they work when appropriate.

• Help customers compare different options.

• Make recommendations based on the customer's actual needs.

• Help customers feel confident and informed about their decisions.

• Assist customers through the purchasing process.

• Help customers understand delivery and pickup options.

• Ensure customers know what to expect after completing their purchase.

Finding Solutions

A Customer Solution Specialist should learn to think beyond simply answering the question a customer asks.

Your responsibility is to understand why the customer is there and what problem they are trying to solve.

For example:

• A customer needs a refrigerator that will fit a specific space.

• A family needs a washer and dryer within a certain budget.

• A customer needs an appliance quickly because their current appliance stopped working.

• A customer isn't sure which brand or model is right for their household.

• A customer has questions about buying new versus used.

You will use questions, product knowledge, and good judgment to help customers find an appropriate solution.

Product Knowledge

• Learn the appliances we sell, including refrigerators, washers, dryers, ranges, and other products.

• Learn the differences between brands, models, features, sizes, and price points.

• Understand the condition of our new and used appliances.

• Learn common appliance terminology.

• Become familiar with the products on our showroom floor.

• Understand pricing, promotions, warranties, delivery options, and company policies.

• Accurately communicate product information to customers.

• Never make promises or provide information that you are not certain is accurate.

• Ask management or another knowledgeable team member when you don't know the answer.

• Continuously improve your knowledge of our products.

Helping Customers Make Decisions

• Present customers with options that fit their needs.

• Explain the differences between options clearly.

• Explain the benefits and limitations of products honestly.

• Answer questions and address concerns.

• Help customers work through uncertainty.

• Address objections professionally without pressuring customers.

• Help customers determine what makes the most sense for their situation.

• When appropriate, confidently ask whether the customer is ready to move forward.

Customer Follow-Up

• Follow up with customers when appropriate.

• Respond to customer questions and requests in a timely manner.

• Maintain accurate customer information.

• Communicate important updates to customers.

• Follow through on commitments made to customers.

• Help maintain relationships with previous customers.

• Look for opportunities to provide additional assistance when a customer needs it.

Store Responsibilities

• Maintain a clean, organized, and professional showroom.

• Keep appliances properly presented and organized.

• Make sure pricing and product information is accurate and visible.

• Help keep the showroom ready for customers.

• Assist with moving or organizing appliances when needed.

• Help maintain displays and product presentation.

• Keep customer areas clean and welcoming.

• Assist with receiving, organizing, or preparing products when needed.

• Complete assigned daily tasks.

• Help teammates whenever and wherever needed.

Teamwork & Communication

• Communicate effectively with management and coworkers.

• Work together with delivery, service, warehouse, and sales team members.

• Clearly communicate customer needs and special circumstances.

• Make sure important information is passed to the appropriate team member.

• Support your teammates during busy periods.

• Be willing to help with responsibilities outside your normal routine when the team needs assistance.

• Contribute to a positive and respectful workplace.

The Customer Solution Process

We believe great customer experiences are built around understanding the person first.

Our Customer Solution Specialists should learn to:

1. Welcome

Create a warm and professional first impression.

2. Discover

Ask questions and listen carefully to understand what the customer actually needs.

3. Understand

Identify the customer's priorities, concerns, budget, space, preferences, and situation.

4. Recommend

Present solutions that make sense for the customer's needs.

5. Educate

Explain products, features, differences, pricing, warranties, and expectations clearly.

6. Resolve Concerns

Listen to questions or objections and address them honestly and professionally.

7. Help Decide

Give the customer the information and confidence they need to make their own decision.

8. Follow Through

Make sure the customer understands what happens next and that commitments are fulfilled.

9. Build the Relationship

Create an experience that makes the customer comfortable returning to us and recommending us to others.

What We Offer

A Supportive, Purpose-Driven Team

Join a company that values integrity, faith, service, teamwork, personal responsibility, and excellence.

Opportunities for Growth

As our company grows, so do you. We believe in developing our employees and promoting from within whenever possible.

Personal & Professional Development

You will have the opportunity to develop your communication skills, product knowledge, customer service abilities, problem-solving skills, and leadership capabilities.

A Culture That Values Service

We don't want customers to feel like they are simply being sold something.

We want them to feel like someone actually listened to them, understood their situation, and helped them find a solution.

A Faith-Centered Environment

We honor our values of faith and integrity and strive to reflect those values in the way we treat our customers, coworkers, and community.

Requirements

• Strong communication and interpersonal skills.

• Comfortable speaking with customers face-to-face.

• Ability to listen and ask effective questions.

• Ability to learn and explain product information.

• Ability to work toward individual and company goals.

• Ability to handle customer concerns professionally.

• Ability to work independently and as part of a team.

• Strong attention to detail.

• Dependable and punctual.

• Professional attitude and appearance.

• Willingness to learn and receive coaching.

• Ability to work in a fast-paced retail environment.

• Basic computer and technology skills.

• Ability to stand and move around the showroom for extended periods.

• Full-time availability: 40–45 hours per week, Monday–Friday, with occasional weekends.

• Ability to commute or relocate to Lake Charles, LA 70601.

Previous appliance, retail, customer service, or sales experience is a plus, but it is not required.

The Person We're Looking For

We are looking for someone who doesn't simply wait for customers to tell them what they want.

Someone who sees a customer walk through the door and thinks:

"How can I help this person?"

We want someone who is willing to start conversations, ask questions, listen carefully, and take ownership of finding a solution.

Someone who is comfortable having difficult conversations when necessary.

Someone who can receive coaching without becoming defensive.

Someone who wants to improve their skills and contribute more to the team over time.

Someone who understands that honesty, service, and business success can exist together.

Someone who understands that every interaction is an opportunity to represent Matt's New & Used Appliances well.

Most importantly, we want someone who understands that the goal isn't simply to complete a transaction — it is to serve the customer well, earn their trust, solve their problem, and build a relationship that lasts beyond today's purchase.

Join Our Team

At Matt's New & Used Appliances, we believe the best Customer Solution Specialists aren't simply people who know how to sell.

They are people who know how to listen, serve, solve problems, communicate, learn, and build trust.

If you're hardworking, motivated, coachable, dependable, honest, and passionate about helping people, we'd be honored to have you join our team.

Come be part of a team that's committed to excellence, serves with integrity, and honors God through the way we work every day.