Regional Customer Care & Support Specialist

Empire Today, LLC; Seattle (WA); On-site; USD 28,000 - 32,000; Full time

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, LLC in Seattle, WA is seeking an Area Customer Service Associate to be the primary contact for customers in the designated area. You will assist with escalated issues and handle administrative concerns, reporting to the Area Customer Service Manager.

The role requires strong communication skills, data handling, and coordination with internal teams. The position offers health benefits, PTO, wellness program, career development opportunities, and other perks.

Qualifications

• Minimum one year of customer service experience.
• 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.

Responsibilities

• Answer incoming customer service calls.
• Review, monitor, and track Service Requests for assignment and resolution daily/weekly in their area.
• Ensure urgent requests are handled promptly (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 Area Customer Service Manager with review of letters from BBB, Attorney General, and Department of Labor to determine resolution.
• Identify service gap trends in the designated area and report 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 on purchase satisfaction.
• Request and collect referrals from every satisfied customer during post installation calls.
• Report on negative customer feedback and assist with remedy determinations.
• Monitor SRs assigned to corporate POCs to ensure swift completion.
• Utilize aged service request reports to manage service request cycle times.
• Keep abreast of current product lines and familiarize with new lines to maintain knowledge.
• Perform other functions as necessary or assigned.

Skills

Customer service

Oral & written communication

Telephone etiquette

Problem solving

Organization skills

Team player

Prioritization

Deadline oriented

Education

Highschool diploma or equivalent

Associate degree preferred

Tools

MS Word

Excel

Outlook

Job description

Empire Today, LLC in Seattle, WA is seeking an Area Customer Service Associate to be the primary contact for customers in the designated area. You will assist with escalated issues and handle administrative concerns, reporting to the Area Customer Service Manager.

The role requires strong communication skills, data handling, and coordination with internal teams. The position offers health benefits, PTO, wellness program, career development opportunities, and other perks.