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Customer Service Representative

2 months 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
  • Stewardship: We prioritize responsible business practices and community involvement.
  • People: We value our employees and customers, fostering a culture of respect and inclusivity.
  • Integrity: We maintain the highest standards of ethics and honesty in all our interactions.
  • Growth: We continuously seek opportunities for improvement and expansion.
Job Summary

The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for delivering exceptional customer service via various channels. This role requires strong communication skills, problem-solving abilities, and a passion for serving others.

Key Responsibilities
  • Handle customer inquiries and complaints with professionalism, escalating issues to the Customer Care Supervisor when necessary.
  • Answer, document, and resolve incoming and outgoing calls from the SPIG Customer Service Line.
  • Input all data into SPOT to update records.
  • Contact customers to review warranty information and conduct customer satisfaction surveys after installation.
  • Perform other duties as assigned by the Customer Care Supervisor.
Requirements
  • Education and/or Experience: High school diploma or general education degree (GED); and one to two years of related experience and/or training; or an equivalent combination of education and experience.
  • Language Skills: Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed.
  • Mathematical Skills: Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations.
  • Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
  • Computer Skills: Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
  • Communication Skills: Ability to effectively communicate orally and in writing in English.
Competencies
  • Problem Solving: Identifies and resolves problems in a timely manner.
  • Oral Communication: Speaks clearly and persuasively; Participates in meetings.
  • Written Communication: Writes clearly; Able to read and interpret written information.
  • Teamwork: Contributes to building positive team spirit.
  • Diversity: Promotes a harassment-free environment.
  • Ethics: Treats people with integrity and ethically.
  • Organizational Support: Supports the organization's goals, values, and code of ethics.
  • Judgment: Exhibits sound and accurate judgment; Includes appropriate people in the decision-making process; Makes timely decisions.
  • Planning/Organizing: Prioritizes work activities; Uses time efficiently.
  • Professionalism: Focuses on solving conflict, not blaming; Treats others with respect and consideration; Accepts responsibility for own actions.
  • Quality: Demonstrates accuracy and thoroughness; Monitors own work to ensure quality.
  • Quantity: Meets productivity standards; Completes work in a timely manner.
  • Safety and Security: Observes safety and security procedures; Reports unsafe conditions; Uses equipment and materials properly.
  • 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.