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Service Operations Associate

2 months ago

Denver, Colorado, United States Empire Today Full time

Position Overview:

The Customer Service Specialist plays a crucial role in managing escalated customer inquiries and operational challenges. This position involves daily monitoring and assessment of Service Requests to ensure timely resolution and effective assignment.

Key Responsibilities:

  • Act as the primary liaison for escalated customer concerns and administrative issues.
  • Oversee the daily tracking of Service Requests, ensuring urgent matters are prioritized and addressed promptly.
  • Assist the Customer Service Manager in supervising staff and coordinating daily operations.
  • Monitor 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 possess:

  • 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.
  • Exceptional verbal and written communication skills.
  • Experience in training and development.

Employee Benefits:

Empire Today offers a comprehensive benefits package, including:

  • Quick enrollment in benefit plans starting the first of the month after just two weeks of employment.
  • A robust 401K Investment Plan with a company match of up to 4%.
  • Medical insurance options along with a Health Savings Account.
  • Prescription drug coverage.
  • Dental insurance with coverage for biannual visits.
  • Vision insurance with materials coverage.
  • Flexible Spending Accounts for medical and dependent care expenses.
  • A wellness program that rewards participation.
  • Basic Life Insurance and Accidental Death & Dismemberment coverage.
  • Short and Long Term Disability coverage.
  • Employee Assistance Program.
  • Paid holidays, including floating holidays.
  • Paid Time Off (PTO) that increases with tenure.
  • Empire Perks, a discount program for employees.

Company Overview:

Empire Today has been a prominent provider of home improvement solutions for over 60 years, specializing in flooring and window treatments. With a commitment to quality and customer satisfaction, Empire Today serves numerous metropolitan areas across the United States, ensuring that customers receive the right products with professional installation in a timely manner.

Empire Today is an equal opportunity employer, dedicated to fostering a diverse workforce. We base our hiring decisions on experience and skills.