Customer Service Area Specialist

1 week ago

Dallas, Texas, United States Empire Today Full time
Area Customer Service Associate

Are you ready to elevate your career? Empire Today is in search of an Area Customer Service Associate. This role acts as the primary liaison for clients within a specified region requiring assistance. The Area Customer Service Associate addresses escalated client concerns and manages administrative tasks. This position reports directly to the Area Customer Service Manager.

What We Provide:
  • Comprehensive health benefits.
  • 401K retirement plan.
  • Paid time off along with holiday compensation.
  • Wellness initiatives.
  • Opportunities for professional growth and career progression.
  • A variety of additional perks.
Key Responsibilities:
  • Handle incoming customer service inquiries.
  • Monitor, review, and track Service Requests (SRs) for timely assignment and resolution.
  • Ensure urgent requests are prioritized and addressed promptly.
  • Extract data from the database into Excel for prioritization and assignment.
  • Submit daily prioritized reports to relevant personnel.
  • Update and track changes to the SR report, providing updates to the Area Customer Service Manager.
  • Assist the Area Customer Service Manager in reviewing correspondence from regulatory bodies to determine resolutions.
  • Identify service gap trends in the designated area and report findings to the Area Customer Service Manager.
  • Respond to customer inquiries through the area hunt group.
  • Draft and send correspondence to customers.
  • Assign SRs via the Siebel database.
  • Communicate repair schedules to customers and coordinate services in Precision Order.
  • Conduct follow-up calls to gather customer feedback and ensure satisfaction.
  • Request referrals from satisfied customers during post-installation follow-ups.
  • Report negative feedback from follow-up calls and collaborate with management on solutions.
  • Oversee all SRs assigned to corporate Points of Contact to ensure swift resolution.
  • Utilize aged service request reports to manage cycle times effectively.
  • Stay informed about current product lines and familiarize yourself with new offerings.
  • Perform additional functions as required or assigned.
Qualifications:
  • At least one (1) year of customer service experience is preferred.
  • High school diploma or equivalent; an associate degree is preferred.
  • Experience in the flooring or home improvement sector is advantageous.
  • Proficient in Microsoft Word, Excel, and Outlook.
  • Exceptional oral and written communication abilities.
  • Strong telephone etiquette and a professional demeanor.
  • Problem-solving capabilities.
  • Excellent organizational skills.
  • A collaborative team player.
  • Ability to prioritize tasks and meet deadlines.
  • Availability for customer service phone and email coverage from 8:00 am to 5:00 pm Monday through Friday, and 8:00 am to 2:00 pm on Saturdays is required.
  • Willingness to work rotating Saturdays is necessary.
Why Choose Empire?

•We empower our employees to pursue their individual goals. In our inclusive environment with limitless growth potential, your career trajectory is in your hands.

•We prioritize the well-being of our team. From day one, we invest in you. The benefits we offer support your overall wellness, both professionally and personally.

•We boast an exceptional company culture. Our multiple awards for employee and customer satisfaction reflect our commitment to teamwork, creativity, and growth.

•Join one of the nation’s most recognized brands. Experience the stability of a national company and take pride in being part of our team.

Empire Today is an equal opportunity employer. We are dedicated to building a diverse workforce, which we believe is essential to our success. Base pay is just one component of our comprehensive rewards package. Starting pay may vary based on various factors, including position, location, and individual qualifications.

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