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Customer Support Advocate

2 months ago

Denver, Colorado, United States Empire Today Full time

Position Overview:

The Customer Service Specialist plays a crucial role in ensuring exceptional client experiences within the Market Operations team. This position is responsible for addressing escalated customer inquiries and overseeing administrative matters.

Key Responsibilities:

  • Act as the primary liaison for escalated customer concerns, ensuring timely and effective resolution.
  • Monitor and manage Service Requests, tracking reports for daily and weekly assignments.
  • Assist the Customer Service Manager in supervising staff and coordinating daily operations to ensure urgent requests are prioritized.
  • Evaluate and update NSS/NPS metrics, reporting findings to relevant stakeholders.
  • Support training initiatives aimed at enhancing Customer Service performance metrics.

Qualifications:

The ideal candidate will have:

  • An Associate or Bachelor’s Degree is preferred.
  • A minimum of 4 years of experience in customer service is preferred.
  • At least 3 years of supervisory experience is preferred.
  • Strong verbal and written communication skills.
  • Experience in training and development.

Employee Benefits:

We offer a comprehensive benefits package, including:

  • Quick enrollment in benefit plans starting the first of the month after just two weeks of employment.
  • A premium 401K Investment Plan with company matching up to 4% and no vesting period.
  • Medical insurance options along with a Health Savings Account.
  • Prescription drug coverage.
  • Dental insurance with biannual visits at no cost.
  • Vision insurance with materials coverage.
  • Flexible Spending Accounts for medical and dependent care.
  • A wellness program that provides substantial rewards.
  • Basic Life Insurance and AD&D coverage.
  • Short and Long Term Disability coverage.
  • Employee Assistance Program.
  • Paid holidays, including floating holidays.
  • Paid Time Off (PTO) that increases with tenure.
  • Employee discount program for additional savings.

About Empire Today:

Empire Today has been a prominent provider of home improvement solutions for over 60 years, offering a vast selection of flooring options across the United States. Our commitment to quality, convenience, and customer satisfaction sets us apart in the industry. We are dedicated to making the process of acquiring beautiful new floors easy and accessible for all our clients.

Empire Today is an equal opportunity employer, valuing diversity and inclusion within our workforce. We base our hiring decisions on individual experience and skills.