Area Customer Service & Operations Coordinator

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

Benefits offered by this job

Paid time off

Holiday pay

Wellness program

Professional development & career

Lots of perks

Job summary

Empire Today is seeking an Area Customer Service Associate who serves as the primary contact for customers in their designated area and handles escalated issues and administrative concerns. The role reports to the Area Customer Service Manager and includes growth opportunities within a supportive culture.

The position offers paid time off and holiday pay, a wellness program, professional development & career advancement opportunities, and lots of perks.

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.

Responsibilities

• Assist with answering incoming customer service calls.
• Review, monitor, and track Service Requests report for assignment and resolution daily and weekly.
• Ensure urgent requests are handled promptly (e.g., Hot and Threat service requests).
• Export information from database into Excel 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 with review of letters from BBB, Attorney General, and Department of Labor to determine resolution.
• Identify service gap trends and provide 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 service dates and times for repairs; schedule services in Precision Order.
• Make job-related calls to customers and collect feedback.

Skills

Customer service

Communication

Organizational skills

Team player

Problem solving

Time management

Tools

MS Word

Excel

Outlook

Job description

Empire Today is seeking an Area Customer Service Associate who serves as the primary contact for customers in their designated area and handles escalated issues and administrative concerns. The role reports to the Area Customer Service Manager and includes growth opportunities within a supportive culture.

The position offers paid time off and holiday pay, a wellness program, professional development & career advancement opportunities, and lots of perks.