Customer Care Specialist at Service Pros… · Charlotte

About Us:

Service Pros Installation Group is 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. Service Pros Installation Group works 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

People

Integrity

Growth

Summary

The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for performing customer service duties via phone, email, and chat.

FLSA Status: Hourly, Non-exempt

Essential Duties and Responsibilities:

1. Handle customer inquiries and complaints with utmost professionalism. Obtains details and escalates issues to Customer Care Supervisor is unable to resolve the issue.

2. Answer, document, and resolve incoming and outgoing calls from the SPIG Customer Service Line.

3. Input all data into SPOT to update records.

4. Contact customer to review warranty information and conduct customer satisfaction surveys after installation.

5. Other duties as assigned by the Customer Care Supervisor.

Qualifications:

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

• 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. Experience must involve customer service management.
• Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
• 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. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
• Communication Skills –- Be able to effectively communicate orally and in writing in English.
• Vision – Ability to view documents, on multiple screens, and read handwritten documents.

Competencies

To perform the job successfully, an individual should demonstrate the following 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.

Employment At-Will

Employment is voluntarily entered into, and employees are free to resign at will at any time, with or without cause. Similarly, the company may terminate the employment relationship at will at any time, with or without notice or cause, so long as there is no violation of applicable federal or state law.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms, see, talk, and hear. The employee is frequently required to use hands to finger, handle, or feel. The employee must be able to lift and carry 25 lbs. (i.e. laptop or monitor) in order to move it as needed. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually quiet. The work environment generally consists of indoor heated and cooled office space.