Area Customer Service Associate

Ready to grow your career? Empire Today is seeking an Area Customer Service Associate. The associate serves as the primary point‑of‑contact for customers within a designated area, assists with escalated issues, and handles administrative concerns. This position reports to the Area Customer Service Manager.

Compensation

$20‑$23 per hour plus bonus.

Benefits

• Health benefits
• Paid time off and holiday pay
• Wellness program
• Professional development & career advancement opportunities
• Various 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 the designated area.
• Ensure urgent requests (Hot and Threat service requests) are handled promptly.
• Export information from the database into Excel spreadsheets for assignment and prioritization.
• Submit daily prioritized Excel report to appropriate personnel.
• Track and update changes to the Service Request report and provide updated reports to the Area Customer Service Manager.
• Assist the Area Customer Service Manager with review of letters from the Better Business Bureau, Attorney General, and Department of Labor to determine resolution.
• Identify service‑gap trends in the designated area and provide data to the Area Customer Service Manager.
• Monitor area hunt group to respond to customer inquiries.
• Create and submit letters to customers.
• Assign Service Requests through the Siebel database.
• Communicate repair dates and times to customers and schedule services in Precision Order.
• Make job‑related calls to customers, collect feedback, and ensure satisfaction.
• Request and collect referrals from satisfied customers during post‑installation calls.
• Report negative customer feedback from post calls and collaborate with managers on remedies.
• Monitor all Service Requests assigned to corporate points of contact to ensure swift completion.
• Utilize aged service request reports to manage service request cycle times.
• Stay current on product lines and familiarize with new products.
• Perform other functions as necessary or assigned.

Qualifications

• Minimum one (1) year of customer service experience preferred.
• High school diploma or equivalent; associate degree preferred.
• Flooring or home improvement industry experience preferred.
• Proficient in Microsoft 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.