Customer Service Specialist - Market Operations

Are you ready to grow your career? Empire Today is looking for a Customer Service Specialist to serve as the primary point of contact for customers needing assistance, escalated customer issues, and administrative concerns.

We offer

Healthbenefits with quick enrollment-medical,dental,andvision . 401Kplan with premium 4% company match. Paid time off &holidaypay. Wellness Program. Professional development & career advancement opportunities. Quarterly incentive program. Lotsofperks!

Responsibilities

Assist with answering incoming customer service calls. Review, monitor, and track Service Requests (SRs) report for assignment and resolution on a daily/weekly basis. Ensure that urgent requests are handled promptly (i.e., Hot and Threat service requests). Export information from database into Excel spreadsheet for assignment and prioritization. Submit daily excel report to appropriate personnel. Track and update changes to the Service Request report and provide an updated report to Customer Service Manager. Assist Customer Service Manager with review of letters from Better Business Bureau, Attorney General, and DLLR to determine resolution. Create and submit “no contact” and/or “apology” letters to customers. Assign service requests through Siebel database. Communicate with customer day and time for repair, schedule services in Precision Order. Make post calls to customers and collect feedback from customers to ensure that they are pleased with their purchase. Report on negative customer feedback from post calls and collaborate with appropriate manager on remedy determination. Monitor all SRs assigned to corporate POCs to ensure swift completion. Utilize an aged service request report to manage cycle times. CSS should familiarize themselves with current and new product lines to keep product knowledge current. Perform other functions as necessary or assigned.

Qualifications

Highschool diploma or equivalent; Associate Degree preferred. Proficient in MS Word, Excel, and Outlook. Past supervisory experience preferred. Minimum three years’ customer service experience preferred. Excellent oral and written communication skills. Strong telephone etiquette and professional demeanor. Problem-solving skills. Excellent organizational skills. Team player. Ability to set priorities and meet deadlines. Flooring or home improvement industry experience preferred. Excellent training skills. The ability to perform the essential functions of the position physically and mentally, with or without reasonable accommodations. Ability to use a keyboard to enter data (i.e., excel spreadsheets, creating presentations). Ability to lift and/or move up to 25 pounds (i.e., training materials, product samples, etc.). Ability to walk and stand while conducting information sessions and/or training for Sales Representatives. The ability to report to work on a regular basis. This position spends the majority of time (i.e., 80%) working on a computer and using a telephone. This position is located in an office setting and the noise level in the work environment is usually moderate.

Why Empire Today?

We empower our employees to strive for their unique goals. Within such an inclusive company with unlimited growth opportunities, how far you go is up to you.

We take care of our people. We start investing in you from day one. The perks and benefits we offer help you live well, both at work and at home.

We have an unmatched company culture. We've won multiple awards for employee and customer satisfaction, and we believe it all comes down to our culture of teamwork, creativity, and growth.

We're one of the nation's most recognizable brands. You'll enjoy the stability that comes with a national company and a sense of pride when you're a part of our team .

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. Base pay is one part of our total rewards package . Starting pay may vary based on a number of factors, including but not limited to position offered, location, and the individuals’ knowledge, skills and ability. By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies' world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies. By pressing apply and providing your telephone number and email address, you authorize Empire Today to contact you by email or telephone at the wireless or landline phone number provided using automated phone technology and/or text messaging. Message and data charges may apply. You may revoke consent at any time.