Area Customer Service Associate

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

Ready to grow your career? Empire Today is seeking an Area Customer Service Associate. 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 handle administrative concerns. This position reports to the Area Customer Service Manager.

We offer:

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

Compensation Information:

$20-$23/hour plus bonus

Responsibilities:

• Assist with answering incoming customer service calls.
• Review, monitor, and track Service Requests 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 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.