Area Customer Service Associate

Empire Today; Belleville (MI); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

401K plan

Paid time off

Holiday pay

Wellness program

Professional development opportunities

Job summary

An established industry player is seeking an Area Customer Service Associate to enhance customer satisfaction and streamline service requests. This role involves managing customer inquiries, tracking service requests, and collaborating with the Area Customer Service Manager to resolve issues efficiently. With a commitment to employee growth and a vibrant company culture, this position offers a chance to thrive in a supportive environment. Join a recognized brand that values teamwork, creativity, and your unique goals while providing the tools and benefits to help you succeed both professionally and personally.

Qualifications

• Minimum one year of customer service experience preferred.
• Proficient in MS Word, Excel, and Outlook.
• Strong telephone etiquette and professional demeanor.

Responsibilities

• Assist with answering incoming customer service calls.
• Track and update Service Requests (SRs) for resolution.
• Communicate with customers about repair dates and times.

Skills

Customer Service Experience

Communication Skills

Problem-Solving Skills

Organizational Skills

Telephone Etiquette

Team Player

Ability to Meet Deadlines

Education

High School Diploma

Tools

MS Word

MS Excel

MS Outlook

Siebel Database

Job description

Area Customer Service Associate

Ready to grow your career? Empire Today is seeking an Area Customer Service Associate. The Area Customer Service Associate serves as the primary point-of-contact for customers within their designated Area that need assistance. The Area Customer Service Associate assists with escalated customer issues and handles administrative concerns. This position reports to the Area Customer Service Manager.

We offer:

• 401K plan.
• Paid time off and holiday pay.
• Wellness program.
• Professional development & career advancement opportunities.
• Lots of perks.

Responsibilities:

• Assist with answering incoming customer service calls.
• Review, monitor, and track Service Requests (SRs) report for assignment and resolution on a daily and weekly basis, for their designated area.
• 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 prioritized excel report to appropriate personnel.
• Track and update changes to the SR report and provide updated report to Area Customer Service Manager.
• Assist Area Customer Service Manager with review of letters from Better Business Bureau, Attorney General, and Department of Labor to determine resolution.
• Assist in identifying service gap trends in the designated area and provide this data to Area Customer Service Manager.
• Monitor area hunt group to respond to customer inquiries.
• Create and submit letters to customers.
• Assign SRs through Siebel database.
• Communicate with customers the dates and times for repairs; schedule services in Precision Order.
• Make job related calls to customers and collect feedback from customers to ensure that they are pleased with their purchase.
• Request and collect referrals from every satisfied customer during the post installation call process.
• 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 aged service request reports to manage service request cycle times.
• Keep abreast current product lines and familiarize with new product lines to keep product knowledge current.
• Perform other functions as necessary or assigned.

Qualifications:

• Minimum one (1) year of customer service experience preferred.
• Flooring or home improvement industry experience preferred.
• Proficient in MS Word, Excel, and Outlook.
• 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.

Why You’ll Love Empire:

• 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.

Visit https://www.empiretoday.com/careers to learn more.

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service and Administrative

Industries

Retail