Area Customer Service Associate

Empire Today LLC; Seattle (WA); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Paid time off and holiday pay.

Wellness program.

Professional development & career-adv"

Lots of perks.

Job summary

Empire Today LLC in Seattle seeks an Area Customer Service Associate to be the primary contact for customers in the designated area and assist with escalated issues and administrative tasks. Reports to Area Customer Service Manager.

The role includes answering calls, tracking service requests, handling urgent issues, and coordinating with internal teams to resolve customer concerns. Strong communication and organizational skills are essential.

Qualifications

• Minimum one year of customer service experience.
• 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

• Answer incoming customer service calls and assist with inquiries.
• Review, monitor, and track service requests for assignment and resolution in the area.
• Ensure urgent requests are addressed promptly (hot and threat service requests).
• Export data from database to Excel for assignment and prioritization.
• Submit daily prioritized Excel reports to appropriate personnel.
• Update SR reports and provide revised reports to Area Customer Service Manager.
• Assist in reviewing letters from BBB, AG, and Department of Labor for resolution.
• Identify service gap trends and report to Area Customer Service Manager.
• Monitor SRs to ensure swift completion and effective callbacks.

Skills

Customer service

Communication

Telephone etiquette

Organization

Team player

Problem solving

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.

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.