Customer Care 2

SUMMARY:   Serving the needs of our customers, stores and contractors, Customer Care Two associates service Inbound calls / Outbound calls, emails, chats, and incoming store tickets for a variety of services. Primarily responsible for Installation service support and escalated matters where coordinating with installation services is a necessity for problem solving. Documenting cases and fulfilling PO’s / Parts orders is required.   

GENERAL RESPONSIBILITIES:

• Field Inbound calls as needed responding to customer verbally using proper tone, established greetings, as the “Face of the Company”.
• Guide customers to the appropriate contact for sales or installation needs not handled directly by Customer Care.
• Adhere to call handling protocols.
• Create tickets noting customer / store concerns to begin the resolution process.
• Follow up on Pending Tickets/ Shipped Tickets resolving matters to final resolution status.
• Answer product and service-related questions by phone, chat, email, or other communication channels working closely with the Install Right program team.
• Communicate with stores, customers, contractors, and Install Right team members, as necessary.
• Produce “Parts Pricing” for matters where parts are necessary to resolve escalations.
• Organize IR related emails creating action plans using available resources to problem solve.
• Enter all SFV/IR issues on the SFV Tracker and follow up weekly with IR and customer until resolved.
• Create WO’s in CMC and PO’s in NetSuite – emailing SFV the proper template
• Make business decisions approving reasonable costs to resolve complex Cabinet and Flooring issues, while escalating for approval any amounts exceeding assigned LOA (Levels of Authority).
• Complete the daily Bill/Fulfill report as assigned.
• Search claims/cases for proper assignment.
• Handling all Gracious Home Cabinetry, Thomas Baker Outdoor Furniture & Premiere Cabinetry claims and issues
• Perform routine Customer Service-related duties during slow periods to include: Fielding Inbound calls, placing Outbound calls, Entering Tickets, and any other duties as assigned by management.
• Act as “lead on duty” when needed if management is unavailable.
• Supports and upholds warranty on cabinets, flooring, and installation services with a clear understanding of all aspects of coverage and options with the ability to convey specifics to customers and other team members.

EDUCATION/EXPERIENCE:

• Minimum of 2 years’ experience working in Customer Service Role

GENERIC SKILLS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Regular attendance and punctuality are required. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Must be highly skilled in dealing with multiple issues at one time setting priorities.
• Must be highly skilled in use of Excel Spreadsheets, Ticketing systems, and other systems used in a Customer Care environment.
• Must have excellent work habits, including a willingness to work the hours necessary to get the job done, especially when important deadlines cause greater than normal departmental pressures.
• Must demonstrate high level of attention to detail, follow up, and accuracy in a high-volume environment.
• Must demonstrate effective verbal, written, and listening skills.
• Ability to manage multiple projects.
• Complete projects timely and accurately
• Demonstrate problem solving skills

This job description is intended to describe the essential functions and general content of the requirements for the position.  It is not to be construed as an exhaustive statement of requirements, duties and responsibilities.  Management reserves the right to change the functions and responsibilities of this position as necessary, at any time.