Customer Service Representative

3 days ago

Charlotte, North Carolina, United States Service Pros Installation Group, Inc. Full time
About Service Pros Installation Group, Inc.

We are a family-owned business, headquartered in Charlotte, NC, committed to utilizing our resources to positively impact those we serve, putting the needs of our coworkers and customers ahead of our own. As an exclusive flooring installation provider for Lowe's Home Improvement, we have workrooms across the Southeast, Northeast, and Midwest.

Our Mission

We provide exceptional customer experiences through our passion for serving others.

Our Vision

We strive to improve the lives of our employees, customers, and contractors in the communities we serve every day.

Our Values

We uphold the following core values:

  • Stewardship: We take responsibility for our actions and their impact on the environment and our community.
  • People: We value and respect the unique contributions and perspectives of every individual.
  • Integrity: We operate with honesty, transparency, and ethics in all our interactions.
  • Growth: We continuously seek opportunities for improvement and innovation.
Job Summary

The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for performing customer service duties to ensure exceptional customer experiences. This role involves handling customer inquiries and complaints, resolving issues, and providing support to customers via various channels.

Key Responsibilities
  • Handle customer inquiries and complaints with professionalism and empathy.
  • Resolve issues and escalate them to the Customer Care Supervisor as needed.
  • Document and update customer records in our database.
  • Conduct customer satisfaction surveys and provide feedback to improve our services.
  • Perform other duties as assigned by the Customer Care Supervisor.
Requirements

To perform this job successfully, an individual must possess the following qualifications:

  • Education and Experience: High school diploma or equivalent, and one to two years of related experience in customer service management.
  • Language Skills: Ability to read, write, and communicate effectively in English.
  • Mathematical Skills: Basic algebraic and geometric calculations.
  • Reasoning Ability: Ability to apply common sense and problem-solving skills to resolve issues.
  • Computer Skills: Proficiency in database, spreadsheet, email, and word processing software.
Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

  • Problem Solving: Identifies and resolves problems in a timely manner.
  • Oral Communication: Speaks clearly and persuasively.
  • Written Communication: Writes clearly and effectively.
  • Teamwork: Contributes to building positive team spirit.
  • Diversity: Promotes a harassment-free environment.
  • Ethics: Treats people with integrity and ethics.
  • Organizational Support: Supports the organization's goals, values, and code of ethics.
  • Judgment: Exhibits sound and accurate judgment.
  • Planning/Organizing: Prioritizes work activities and uses time efficiently.
  • Professionalism: Focuses on solving conflict, not blaming.
  • Quality: Demonstrates accuracy and thoroughness.
  • Quantity: Meets productivity standards.
  • Safety and Security: Observes safety and security procedures.
  • Follow-up: Must be organized and able to follow up on statuses and ensure completion of tasks.
  • Dependable: Is consistently at work and on time.

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