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Customer Service Representative

2 months ago

Murrieta, California, United States 3 Day Blinds Full time
Customer Care Resolution Associate

At 3 Day Blinds, we're on a mission to deliver exceptional customer experiences. As a Customer Care Resolution Associate, you'll play a vital role in ensuring our clients receive top-notch support and service.

Key Responsibilities:
  • Provide exceptional customer service to clients and internal stakeholders, including our sales team of Design Consultants and Installers
  • Field and answer questions related to product specifications, warranty, installation, parts & repairs
  • Place orders, track shipments, and relay progress regularly to vested parties
  • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward
  • Manage a high volume of open cases and provide timely, consistent, and accurate updates on progress and ultimate resolution
  • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns
  • Deliver consistent results in key performance areas, including schedule adherence, average handle time, and resolution time
  • Share feedback and ideas on ways to improve the overall client experience
Requirements:
  • Experience in a Customer Service role, preferably in a call center environment
  • Talented multi-tasker, able to identify and execute resolution on a variety of customer service issues in a timely manner
  • Passionate service provider committed to providing a superior client experience by demonstrating patience, empathy, compassion, and sincerity in both tone and words
  • Self-starter with exceptional time management skills, who consistently meets established productivity, schedule adherence, call monitoring, and survey score standards
  • Flexible and adaptable to change, with an ability to learn new skills and retain information
  • Team-oriented with a positive outlook and willingness to go above and beyond
  • An exceptional communicator both over the phone and in written updates/summaries
  • Detail-oriented with a demonstrated ability to thrive in a fast-paced environment, using multiple systems simultaneously to document, track, and resolve customer concerns
  • Well-versed in standard office technology (Email, Excel, Word, etc.) and able to type 40-45 wpm
  • Open availability during business hours 6am - 5:30pm PST to work an 8 hour shift (6am-2:30pm, 7am-3:30pm, etc.). This is a full-time, five days a week job, including Saturdays
  • High school diploma or equivalent work experience
What's in it for you?
  • Hourly rate range: $19.50
  • In addition to competitive pay, you'll receive benefits including medical, dental, vision, time off with pay, and a 401(k) plan with a degree of employer matching
  • We provide short-term and long-term disability benefits at no cost to you. In addition, we offer company-paid life and accidental death and dismemberment insurance with opportunities to elect additional voluntary insurance plans as well
  • We offer eligible employees six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement
  • Enjoy amazing discounts on our 3 Day Blinds products as well as access to various other exclusive discounts
  • This role currently operates in a work-from-home setting, but will have the opportunity to occasionally meet in-person in the future for meetings and training sessions