Area Support Service Representative

2 weeks 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 main point of contact for clients within a specified region who require assistance. The Area Customer Service Associate addresses escalated customer 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 advancement.
  • A variety of employee perks.
Key Responsibilities:
  • Respond to incoming customer service inquiries.
  • Monitor and track Service Requests (SRs) for assignment and resolution on a daily and weekly basis for the designated area.
  • Ensure urgent requests are prioritized and addressed promptly.
  • Extract data from the database into Excel for assignment and prioritization.
  • Submit daily prioritized reports to relevant personnel.
  • Update changes to the SR report and provide 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 area and relay this information to the Area Customer Service Manager.
  • Monitor the area hunt group to respond to customer inquiries.
  • Draft and send letters to customers.
  • Assign SRs using the Siebel database.
  • Communicate service dates and times to customers; schedule services accordingly.
  • Conduct follow-up calls to customers to gather feedback on their satisfaction with their purchases.
  • 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 timely completion.
  • Utilize aged service request reports to manage service request timelines.
  • Stay informed about current product lines and familiarize yourself with new offerings.
  • Perform additional duties as 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 skills.
  • Strong telephone etiquette and a professional demeanor.
  • Effective problem-solving abilities.
  • Excellent organizational skills.
  • A collaborative team player.
  • Ability to prioritize tasks and meet deadlines.
  • Customer service phone and email coverage is required from 8:00 am to 5:00 pm Monday through Friday, and 8:00 am to 2:00 pm on Saturdays.
  • Willingness to work rotating Saturdays is essential.
Why You Will Appreciate Working at Empire:

•We empower our employees to pursue their individual goals. Within our inclusive company, the extent of your growth is determined by your ambition.

•We prioritize the well-being of our team. We begin investing in you from day one, offering perks and benefits that support your well-being both professionally and personally.

•Our company culture is unparalleled. We have received numerous accolades for employee and customer satisfaction, stemming from our commitment to teamwork, creativity, and growth.

•We are one of the most recognized brands in the nation. You will benefit from the stability of a national company and take pride in being part of our team.

•Visit our website to learn more.

Empire Today is an equal opportunity employer. We are committed to building a diverse workforce as a key to our success. Base pay is one component of our total rewards package. Starting pay may vary based on several factors, including but not limited to the position offered, location, and the individual's knowledge, skills, and abilities. By submitting your resume and application information, you authorize Empire Today to transmit and store your information in our global recruitment database and to circulate that information as necessary for evaluating your qualifications for this or other job openings.

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