Area Customer Care Specialist | Growth & Perks

International Executive Service Corps; Detroit (MI); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Paid time off

Holiday pay

Wellness program

Professional development

Career advancement opportunities

Job summary

Empire Today is seeking an Area Customer Service Associate in Detroit. You will be the main contact for customers in your area, handling escalations and administrative concerns, reporting to the Area Customer Service Manager.

Responsibilities include answering calls, tracking service requests, exporting data to Excel, and coordinating repairs. The role emphasizes timely responses, data accuracy, and customer satisfaction.

Qualifications

• Minimum one year of customer service experience preferred.
• Proficient in MS Word, Excel, and Outlook.
• Excellent oral and written communication skills.
• Strong telephone etiquette and professional demeanor.
• Ability to set priorities and meet deadlines.

Responsibilities

• Assist with answering incoming customer service calls.
• Review, monitor, and track Service Requests reports daily/weekly for assignment and resolution.
• Ensure urgent requests are handled promptly (Hot and Threat service requests).
• Export data from database into Excel and prioritize.
• Submit daily prioritized Excel reports to appropriate personnel.
• Track SR changes and provide updated reports to the Area Customer Service Manager.
• Assist in reviewing letters from BBB, Attorney General, and DoL for resolution.
• Identify service gap trends and report to the Area CS Manager.
• Monitor area hunt group to respond to inquiries.
• Create/submit letters to customers and schedule services.
• Assign SRs through Siebel; collect feedback post-installation.
• Communicate repair dates/times and schedule services in Precision Order.
• Report negative feedback and collaborate on remedies.
• Monitor SRs to ensure swift completion; use SR reports to manage cycle times.

Skills

Customer service

Problem solving

Excellent communication

Organizational skills

Team player

Prioritization

Tools

MS Word

Excel

Outlook

Job description

Empire Today is seeking an Area Customer Service Associate in Detroit. You will be the main contact for customers in your area, handling escalations and administrative concerns, reporting to the Area Customer Service Manager.

Responsibilities include answering calls, tracking service requests, exporting data to Excel, and coordinating repairs. The role emphasizes timely responses, data accuracy, and customer satisfaction.