Customer Care Resolution Associate

3 Day Blinds is a national retailer and manufacturer of quality, custom-made blinds, shades, draperies, and shutters. We are part of the Hunter Douglas family of brands, helping transform homes and workplaces with products that add beauty and comfort to every space.

About the role

As a Customer Care Resolution Associate, you will ensure both internal and external customers receive the superior experience our company is committed to delivering by anticipating their needs and exceeding their expectations. You will leverage your product and process knowledge to resolve incoming inquiries and requests quickly and efficiently. A successful Resolution Associate operates within established parameters but thinks creatively to present effective solutions while remaining empathetic and focused on successful outcomes.

Responsibilities

• Provide high-caliber support to our sales team of Design Consultants and Installers.
• Answer questions and resolve inquiries from valued clients related to product, warranty, installation, parts, and repairs.
• Provide valuable insight to improve the overall client experience through constant feedback.
• Contribute to achieving key organizational success factors (call metrics and responsiveness on resolution of inquiries).
• Respond timely to client inquiries while adhering to assigned schedule, phone time, and resolution time.
• Delight clients by exceeding expectations with their window covering needs.

Requirements

• Able to identify and execute resolution on a variety of customer service issues promptly.
• Provide a superior client experience by projecting patience, empathy, caring, and sincerity in voice tone and words.
• A self-starter who consistently meets established productivity, schedule, call monitoring, and survey score standards.
• Adaptable to change, with an ability to learn new skills and retain information.
• Team-oriented with a positive outlook and willingness to go above and beyond.
• Exceptional written and verbal communicator.
• Detail-oriented, flexible, and able to multitask in a fast-paced environment.
• Focused on providing exceptional service to both internal and external customers.
• Comfortable with computers and able to navigate multiple systems at once.
• High school diploma or equivalent work experience.
• Ability to work full-time, five days a week with one of those days on Saturday (mandatory).
• Experience in a customer service-based role.
• Proficient in Microsoft Office technology.

Qualifications

• Experience in a call center environment is preferred.

Benefits

• Medical, dental, and vision benefits.
• Paid time off.
• 401(k) plan with employer matching.
• Short-term and long-term disability benefits at no cost.
• Company-paid life and accidental death and dismemberment insurance, with opportunities to elect additional voluntary insurance plans.
• Six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement.
• Discounts on 3 Day Blinds products and access to other exclusive discounts.

Pay

Hourly rate range: $18.00 - $19.50

Schedule

• Full-time, five days a week with one mandatory Saturday.
• Work-from-home setting with occasional in-person meetings and training sessions.