Area Customer Service Associate

Empire Today

Mebane (NC)

On-site

USD 28,000 - 30,000

Full time

5 hours ago

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Benefits offered by this job

Health benefits

Paid time off and holiday pay

Wellness program

Professional development & career

Lots of perks

Job summary

Empire Today in the United States is seeking an Area Customer Service Associate. This role serves as the primary contact for customers within the designated Area and handles escalated issues and administrative concerns.

The position reports to the Area Customer Service Manager and is part of a team delivering service excellence. We offer health benefits, PTO, wellness program, professional development, and many perks.

Qualifications

Minimum one (1) year of customer service experience preferred.
Highschool diploma or equivalent; associate degree 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.

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.

Skills

Customer service

MS Word

MS Excel

MS Outlook

Oral and written communication

Telephone etiquette

Problem solving

Organization

Team player

Prioritization

Education

High school diploma or equivalent

Associate degree preferred

Job description

Health benefits.

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:

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

Compensation Information:

$20.00 - $22.00 per hour

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.
Highschool diploma or equivalent; associate degree 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.

What We Offer *

Health Insurance

Choose from a variety of medical, dental, and vision plans so you have great care for your needs. Includes options such as prescription drug coverage, flexible spending accounts, life insurance, telehealth and more.

Wellness Program

Access to resources to help you live well. Includes fitness programs, health screenings, nutritional counseling, preventative healthcare, and more.

Paid Time Off & Holiday Pay

Employees enjoy paid time off and floating holidays to relax and recharge. PTO grows with years of service.

Perks

We've sourced perks that matter to help you live a better and healthier life through Perks at Work. Access best-in-the-market pricing and group discounts on insurance bundles, mortgages, pet insurance, and more.

Learning & Development

We invest in your success through thousands of learning courses, interactive workshops, leadership academies, and university partnerships.