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Area Customer Service Associate

2 months ago

Phoenix, United States BNSF Railway Full time $22 - $26
Ready to grow your career? Empire Today is seeking an Area Customer Service Associate. Area Customer Service Associate serves as the primary point of contact for customers within their designated Area that need assistance.  The Area Customer Service Associate assists with escalated customer issues and handles administrative concerns.  This position reports to the Area Customer Service Manager.

We offer:
  • Health benefits.
  • 401K plan.
  • Paid time off and holiday pay.
  • Wellness program.
  • Professional development & career advancement opportunities.
  • Lots of perks.
Responsibilities:
  • Assist with answering incoming customer service calls.
  • Review, monitor, and track Service Requests (SRs) reports 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 the database into an Excel spreadsheet for assignment and prioritization. 
  • Submit daily prioritized Excel reports to appropriate personnel.
  • Track and update changes to the SR report and provide an updated report to the 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.
  • Assist in identifying service gap trends in the designated area and provide this data to the Area Customer Service Manager.
  • Monitor area hunt group to respond to customer inquiries.
  • Create and submit letters to customers.
  • Assign SRs through the Siebel database.
  • Communicate with customers the dates and times for repairs; schedule services in Precision Order. 
  • Make job-related calls to customers and collect feedback from customers to ensure that they are pleased with their purchases. 
  • Request and collect referrals from every satisfied customer during the post-installation call process.
  • Report on negative customer feedback from post calls and collaborate with appropriate managers on remedy determination.
  • Monitor all SRs assigned to corporate POCs to ensure swift completion.
  • Utilize aged service request reports to manage service request cycle times.
  • Keep abreast of current product lines and familiarize yourself with new product lines to keep product knowledge current.
  • Perform other functions as necessary or assigned.

Qualifications:
  • A minimum of one (1) year of customer service experience is preferred.
  • A high school diploma or equivalent; an associate degree is 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.
  • Must be willing to work rotating Saturdays.

  • CS phone and email coverage must be from 8:00 am to 5:00 pm M-F, and 8:00 am-2:00 pm Saturday