Area Customer Service Associate

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.
• Absorb and provide data on service gap trends in the designated area to Area Customer Service Manager.
• Maintain and respond to customer inquiries via the area hunt group.
• Create and submit letters to customers.
• Assign Service Requests through Siebel database.
• Communicate with customers regarding repair schedules and service times.
• Collect customer feedback during post-installation calls and escalate negative feedback.
• Monitor all Service Requests assigned to corporate Point of Contact (POC) to ensure swift completion.
• Utilize aged service request reports to manage service request cycle times.
• Stay updated on current product lines and familiarize with new product lines to maintain product knowledge.

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.