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Client Support Specialist

2 months ago

Gallatin, Tennessee, United States ODL Full time


At ODL, we take pride in our commitment to excellence and customer satisfaction. Our team is passionate about providing outstanding service throughout our clients' home improvement experiences.


Position Overview:
The Customer Engagement Associate is responsible for delivering superior service to customers during their home enhancement journey. This role involves meeting sales objectives and ensuring that individual and departmental performance metrics are achieved.

You will work closely with various internal and external stakeholders, offering accurate, timely, and comprehensive information while setting clear and consistent expectations.


Key Responsibilities:

  • Provide single-contact resolution for customer inquiries, including product information, ordering processes, installation options (DIY & DIFM), and order or shipment status updates.
  • Become a reliable and knowledgeable resource on ODL products and the customer purchasing experience.
  • Process changes or cancellations for orders/backorders, initiate orders for replacement parts, and rectify errors (such as shortages or incorrect items shipped), while coordinating returns and providing necessary documentation.
  • Convert product inquiries into sales opportunities, ensuring customers are informed of all potential upsell and cross-sell options.
  • Manage various Ecommerce initiatives (such as Guaranteed Fit, Design Services, PRO+).
  • Collaborate with the Accounting department on reconciling credits, deductions, and chargebacks, including validating claims through research.
  • Strive for continuous improvement in customer satisfaction ratings.
  • Participate in the development of enhancements for marketing initiatives, websites, and other business systems.
  • Perform additional administrative tasks as required.

Candidate Qualifications:

  • High school diploma is required.
  • Experience in telemarketing or inside sales is essential.
  • Previous customer service experience is preferred.
  • Familiarity with the building industry is advantageous but not mandatory.
  • Proficient computer skills, including ecommerce and telephone communication.
  • Excellent verbal and written communication abilities.
  • Strong analytical, troubleshooting, and problem-solving skills.
  • Ability to work effectively under pressure and interact positively with individuals.
  • Strong organizational skills with the capacity to manage multiple tasks.
  • Commitment to delivering quality service to external customers.
  • Maintain a sense of humor and enjoy the work environment, even under pressure.
  • Adaptable to change, as this is a dynamic role.
Shift
First Shift (United States of America)