Area Customer Service Associate at Empire Today in North Haven, CT

Summary: Empire Today is seeking an Area Customer Service Associate who will serve as the primary point-of-contact for customers needing assistance. The role involves managing escalated customer issues, handling administrative tasks, and supporting the Area Customer Service Manager.

Responsibilities:
- Assist with answering incoming customer service calls
- Review, monitor, and track Service Requests report for assignment and resolution on a daily and weekly basis, for their designated area
- Ensure that urgent requests are handled promptly (i.e., Hot and Threat service requests)
- Export information from database into Excel spreadsheet for assignment and prioritization
- Submit daily prioritized excel report to appropriate personnel
- Track and update changes to the SR report and provide updated report to Area Customer Service Manager
- Assist Area Customer Service Manager with review of letters from Better Business Bureau, Attorney General, and Department of Labor to determine resolution
- Assist in identifying service gap trends in the designated area and provide this data to Area Customer Service Manager
- Monitor area hunt group to respond to customer inquiries
- Create and submit letters to customers
- Assign SRs through Siebel database
- Communicate with customers the dates and times for repairs; schedule services in Precision Order
- Make job related calls to customers and collect feedback from customers to ensure that they are pleased with their purchase
- Request and collect referrals from every satisfied customer during the post installation call process
- Report on negative customer feedback from post calls and collaborate with appropriate manager on remedy determination
- Monitor all SRs assigned to corporate POCs to ensure swift completion
- Utilize aged service request reports to manage service request cycle times
- Keep abreast current product lines and familiarize with new product lines to keep product knowledge current
- Perform other functions as necessary or assigned

Required Qualifications:
- Proficient in MS Word, Excel, and Outlook
- Excellent oral and written communication skills
- Strong telephone etiquette and professional demeanor
- Problem-solving skills
- Excellent organizational skills
- Team player
- Ability to set priorities and meet deadlines

Preferred Qualifications:
- Minimum one (1) year of customer service experience preferred
- Highschool diploma or equivalent; associate degree preferred
- Flooring or home improvement industry experience preferred

Required Skills: MS Word, Excel, Outlook, Siebel Database, Precision Order

Benefits: Health benefits, Paid time off and holiday pay., Wellness program., Professional development & career advancement opportunities., Lots of perks., Health Insurance, Choose from a variety of medical, dental, and vision plans so you have great care for your needs. Includes options such as prescription drug coverage, flexible spending accounts, life insurance, telehealth and more., Wellness Program: Access to resources to help you live well. Includes fitness programs, health screenings, nutritional counseling, preventative healthcare, and more., Paid Time Off & Holiday Pay: Employees enjoy paid time off and floating holidays to relax and recharge. PTO grows with years of service., Perks: Access best-in-the-market pricing and group discounts on insurance bundles, mortgages, pet insurance, and more., Learning & Development: We invest in your success through thousands of learning courses, interactive workshops, leadership academies, and university partnerships., Benefits are exclusively available to full-time employees.