Customer Experience Specialist

About the role

The Brand Protection Specialist supports the Customer Service department by ensuring all escalated customers receive a 5-star customer service experience. They act as a subject matter expert for all West Shore Home products and collaborate with General Managers to resolve operational issues.

Responsibilities

• Collaborate with all business departments to troubleshoot and resolve operational issues efficiently.
• Deliver a 5-star experience to highly escalated customers, maintaining consistent and proactive communication throughout the resolution process.
• Respond promptly to all corporate correspondence and Better Business Bureau reviews within designated deadlines.
• Promote and uphold high standards for handling escalated customers across all branches.
• Maintain regular communication with branch and division leadership, providing updates on division performance and customer service metrics.
• Ensure compliance with all Company and departmental service and quality initiatives.

Requirements

• A high school diploma is required, with a bachelor’s degree preferred.
• Minimum of two (2) years of customer service experience is required.
• A valid smart phone or smart device is required to log in to Company required systems using two-factor authentication.

Qualifications

• Must have a valid smart phone or smart device to log in to Company required systems using two-factor authentication.

Skills

• Excellent communication skills.
• Ability to handle sensitive situations professionally.
• Strong problem-solving and customer service skills.

Benefits

• Comprehensive Health Insurance options (Medical, Dental, Vision, Accident, Life, Critical Illness, Short and Long-Term Disability).
• 401(k) plans with company match.
• HSA plan with company match.
• Paid holidays and paid time off (PTO).
• Employee Referral Program.
• Employee Discount Program.
• Paid training and unlimited professional growth potential.

Culture and Community

We believe that when employees feel valued and supported, they perform at their best. Our dedication to fostering a strong, value-driven culture has consistently earned us the Top Workplaces USA award as one of the nation's top employers, including recognition in Leadership, Purpose & Values, and Compensation & Benefits. West Shore Home strives to Bring Happiness to Every Home® and that goes beyond our customers and employees. We support positive change in our communities by volunteering, giving back, and supporting nonprofits that make a difference.

Pay

Compensation is commensurate with experience.

Schedule

Monday-Friday, 10:00AM - 6:30PM

Application Instructions

For more information about West Shore Home, visit our website at www.westshorehome.com. No application instructions are provided as this information is not available in the given job posting.

EEO Statement

All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.