Area Customer Service Associate

Empire Today - Orlando, FL

Full-time - Entry Level

Orlando, FL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Area Customer Service Associate at Empire Today serves as the primary point-of-contact for customers within a designated area, assisting with escalated customer issues and handling administrative concerns. This role is essential for ensuring customer satisfaction and operational efficiency, reporting directly to the Area Customer Service Manager.

Responsibilities

• Assist with answering incoming customer service calls.
• Review, monitor, and track Service Requests (SRs) report for assignment and resolution on a daily and weekly basis.
• 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.

Requirements

• Minimum one (1) year of customer service experience preferred.
• High school diploma or equivalent; associate degree preferred.
• Flooring or home improvement industry experience preferred.
• 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.

Benefits

• 401(k)
• Opportunities for advancement
• Paid holidays
• Paid time off
• Wellness program