Customer Experience Associate

About Us Da Vinci Marble, part of the Architectural Surfaces family, has earned a global reputation as a leader in natural stone and tile. We source from the world’s finest quarries and deliver exceptional materials - Slab, Decorative Tile, Outdoor, and Custom Cut-to-Size - for residential and commercial design projects. At Da Vinci Marble, you'll find a supportive, service-driven team where a love for design and exquisite materials blends seamlessly with a welcoming, hospitality-forward environment. With the soul of a family business and the resources of a national leader, Da Vinci Marble delivers beautifully curated customer experiences rooted in knowledge, design, and integrity. Position Summary As aCustomer Experience Concierge, you will be the first impression and trusted guide for our clients (designers, architects, builders, installers and homeowners). Your role is to ensure each guest receives a personalized, attentive experience from the moment they walk through our doors. With a warm, professional demeanor and a deep understanding of our product offerings, you’ll support both the sales team and our valued clients to make every interaction smooth, informed, and memorable. Key Responsibilities • Serve as the first point of contact—welcoming and assisting all clients with professionalism, warmth, and hospitality • ?Engage with customers to understand their project goals and thoughtfully connect them with the appropriate Stone & Tile Designer for personalized guidance on our products and services. • ?Schedule new and follow-up appointments while utilizing our CRM and Calendar Platforms to qualify project needs to ensure they are matched with the appropriate showroom support • ?Assist customers in locating and navigating the showroom, warehouse, and will-call areas throughout our campus • Answer and direct phone calls, respond to email inquiries and phone messages, to ensure all communications are handled promptly and courteously • Maintain a clean, organized and guest ready showroom space to reflect the quality of our brand including restocking supplies for showroom, kitchenette, restroom • Maintain accurate records of new leads, client showroom visits, and sample material checkouts for seamless team coordination • ?Securely obtain client payment details and seamlessly hand off to the designated Stone & Tile Designer to ensure a smooth transaction experience • Collaborate with internal departments to ensure customer satisfaction from first visit to final delivery • Assist with special projects including wall display and pricing upkeep, restocking samples and sealers, and managing sample board check-outs • Responsible for basic opening and closing procedures What You'll Bring • A passion for hospitality, service, and creating positive client experiences • Strong organizational and time-management skills in a dynamic detail-oriented setting • Effective verbal and written communication skills • Ability to thrive both independently and in a team environment • Comfort with multi-tasking, phones, and showroom software systems • A polished, professional presence suited for a luxury showroom environment • A collaborative, can-do attitude with a desire to help others succeed Education & Experience • Associate’s degree or equivalent work experience preferred • 1+ years in customer service, hotel, hospitality, or a client-facing environment • Experience in high-end retail, showrooms, or interior design a plus • Familiarity with POS systems, business email/phone etiquette, and CRM tools Physical Requirements & Work Environment • Capable of lifting up to 20+ lbs as needed • Energetic, guest-focused and fast paced showroom environment