Customer Experience Representative

COMPANY INFO

About Us:

With more than 80 years of industry expertise, STARK is the discerning designer’s go-to source for luxurious custom carpet and rugs.

Our Mission:
To live our mission of helping create world class experiences, we believe our first responsibility is making design industry professionals the heroes in their projects because supporting businesses helps to preserve craftsmanship and enable unique and specially designed spaces to exist. In meeting their needs, we must continue to deliver peace of mind service while offering an expansive, diverse, and innovative product assortment that is accessible and convenient.

Our Heritage:
Established by Arthur Stark and his wife Nadia in 1938, the foundation of STARK was always to provide the very best products to our customers. With a rich history, third generation owners Chad Stark, as CEO, and Ashley Stark, as Creative Director, bring the STARK legacy into the new century by staying true to their founding principles. To seek out the best craftsman and methods of manufacturing for the most innovative and beautiful designs.

STARK is a certified Great Place to Work® (June 2026– June 2027) — and that comes straight from our people. 85% of our employees say STARK is a great place to work, 28 points above the typical U.S. company. See our full certified profile and what our team says about working here: greatplacetowork.com/certified-company/7023725

Stark Carpet Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

Title: Client Experience Representative

Location: New York, NY (On-site 5x week)

Schedule: M-F 9:00AM-5:30PM

Job Summary

STARK is seeking a dynamic Client Experience Representative for our New York City Showroom. In this multi-faceted role, you will provide the exceptional hospitality and operational support that enables unique, designed spaces to exist while driving brand engagement through curated social media content. Join a team committed to delivering world-class products and consistently going above and beyond to foster the success of our design community.

Key Responsibilities

Client Relations & Showroom Reception

• Elevated Client Welcome: Serve as a brand ambassador for walk-in clients; provide a warm welcome, qualify needs, and ensure seamless introductions to the appropriate team member.
• Communication & Inquiry Management: Oversee the showroom's main phone line, ensuring calls are handled with a pleasant demeanor and inquiries are transferred efficiently.
• Digital Relationship Tracking: Maintain the integrity of the sales pipeline by logging all client visits into HubSpot and ensuring accurate data entry within company systems.
• Operational Stewardship: Manage daily administrative workflows, including calendar scheduling and the procurement of showroom essentials from vendors like Uline and Amazon Prime.
• Cross-Functional Support: Provide dedicated administrative assistance to both the sales and support teams to streamline showroom operations.
• Showroom & Inventory Standards: Uphold the STARK aesthetic by maintaining a presentable showroom environment and managing the sign-out/organization of samples and inventory.

Client & Brand Experience

• Brand Representation: Maintain a consistent and elevated brand presence across all physical and digital client-facing touchpoints.
• Client Feedback: Proactively gather and share client insights to help leadership refine and improve service standards, internal processes, and content strategy.
• Collaborative Engagement: Partner with internal teams to enhance overall client satisfaction and drive next level brand engagement.
• Sales Oversight: Call Account Managers out to the Showroom when their clients arrive for appointments.
• Event Coordination: Assist with catering and setup for any onsite events at the showroom, maintaining the highest quality of presentation to stay consistent with our heritage representation.

Qualifications & Skills

• 1–3 years in luxury retail, hospitality, or a showroom environment preferred.
• Bachelor’s degree preferred.
• Proficient in office suites; comfortable leveraging AI and innovative tools to streamline workflows.
• Familiarity with CRM (HubSpot) and social media platforms (Instagram/Pinterest) is a plus.
• Interest in interior design, textiles, or luxury home brands is preferred.
• Positive demeanor, organized, and strong attention to detail.

Soft Skills

• A friendly, professional demeanor suited for a luxury brand environment.
• Exceptionally organized with a "measure twice, cut once" mindset for multitasking.
• A self-directed, "figure it out" attitude with strong problem-solving skills.
• Skilled at asking thoughtful questions to elevate the client experience.