Customer Care Specialist

2 weeks ago

Tempe, United States Express Flooring Full time
Job DescriptionJob Description

Express Flooring, a leading provider of residential and commercial flooring solutions in multiple states, is seeking highly spirited and dedicated professionals to join our team in various positions. Our mission is to deliver a superior floor covering experience to our customers by offering top-quality products, professional installation, and unparalleled customer service.

As a rapidly expanding company, we are always looking for ambitious individuals who are not just looking for a job, but a rewarding career. We value problem solvers who are passionate about finding innovative solutions to challenges. At Express Flooring, we care deeply about our employees and strive to provide unlimited potential for growth, job security, highly competitive earnings, and comprehensive benefits packages for our full-time employees.

If you are ready to take on challenges, demonstrate your problem-solving skills, and genuinely care about providing exceptional service, we invite you to join our team at Express Flooring.

We are seeking a motivated and customer-focused individual to join our team as a Customer Project Specialist. As a vital member of our operations department, you will be responsible for managing and maintaining positive relationships with our valued clients. Your primary objective will be to provide exceptional customer support, address inquiries, and resolve issues promptly, while utilizing our company values of problem solving, likability, ambition and caring to ensure customer satisfaction and loyalty.

Responsibilities

  • Customer Engagement: Interact with customers via multiple communication channels (phone, email, chat and text) to provide information, assistance, and support regarding their accounts, products, and services.
  • Issue Resolutions: Investigate and resolve customer inquiries, concerns, and complaints in a timely and efficient manner. Collaborate with relevant departments to ensure swift issue resolution while maintaining a high level of customer satisfaction.
  • Account Management: Handle account-related tasks, including updating customer information, processing transactions and coordinating service schedules. Maintain accurate and organized customer records.
  • Product Knowledge: Develop a deep understanding of our products and services to accurately address customer inquiries and recommend appropriate solutions to meet their needs.
  • Upselling and Cross-Selling: Identify opportunities to promote additional products or services that align with customers' interests and needs, contributing to revenue and profit margin growth.
  • Communication: Effectively communicate complex information and procedures to customers in a clear and concise manner. Keep customers informed about the status of their inquiries and provide follow-up as necessary.
  • Documentation: Maintain thorough and accurate records of customer interactions, transactions, and resolutions in our enterprise resource planning (ERP) system.
  • Feedback and Improvement: Collect and relay customer feedback to the relevant teams, contributing to the enhancement of our products, services and processes.
  • Team Collaboration: Collaborate with colleagues across different departments to ensure a seamless customer experience. Share insights, best practices, and lessons learned to contribute to the team's overall succuss.
  • Compliance: Adhere to company policies, procedures, and regulatory guidelines to ensure a secure and complaint customer service environment.

Qualifications

  • High School Diploma or equivalent; associate's or bachelor's degree in a related field a plus.
  • Proven Experience in customer service, account management, construction management, or a related role.
  • Excellent communication skills, both written and verbal.
  • Strong problem-solving abilities and a passion providing exceptional customer support.
  • Patient demeanor when dealing with customer concerns and inquiries.
  • Ability to adapt to changing priorities and handle high-pressure situations with professionalism.
  • Proficiency in using customer relationship management (CRM) and enterprise resource planning (ERP) software.
  • Basic knowledge of relevant industry products, services, and trends.
  • Strong organizational skills and attention to detail.

Full compensation packages are based on candidate experience and relevant certifications.

Compensation Range$20—$21 USD

Express Flooring is committed to a diverse and inclusive workplace. Express Flooring is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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