Customer Care Resolution Associate

Position Overview

Hey you, yes you! Are you someone who lives for the customer experience? Do you delight in going above and beyond to ensure that everyone you interact with leaves feeling valued? By leveraging your superior product and process knowledge you’ll resolve incoming inquiries and requests prioritizing efficiency. While you know how important it is to operate within established parameters, you have the skill and confidence to think outside the box with creative and effective solutions. You view everything with an empathetic lens and deliver a successful outcome - regardless of the challenges of a particular situation.

What you'll do

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers
• Field and answer questions related to product specifications, warranty, installation, parts & repairs
• Place orders, track shipments and relay progress regularly to vested parties
• Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward
• Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution
• Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns
• Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time
• Share feedback and ideas on ways to improve the overall client experience

Who you are

• Experienced in a Customer Service role, preferably in a call center environment
• Talented multi-tasker, able to identify and execute resolution on a variety of customer service issues in a timely manner
• Passionate service provider committed to providing a superior client experience by demonstrating patience, empathy, compassion, and sincerity in both tone and words
• Self-starter with exceptional time management skills, who consistently meets established productivity, schedule adherence, call monitoring and survey score standards
• Flexible and adaptable to change, with an ability to learn new skills and retain information
• Team-oriented with a positive outlook and willingness to go above and beyond
• An exceptional communicator both over the phone and in written updates/summaries
• Detail-oriented with a demonstrated ability to thrive in a fast-paced environment, using multiple systems simultaneously to document, track and resolve customer concerns
• Well-versed in standard office technology (Email, Excel, Word, etc.) and able to type 40-45 wpm
• Open availability during business hours of 6am - 5:30pm PST to work an 8-hour shift (6am-2:30pm, 7am-3:30PM, etc.). This is a full-time, five days a week job, including Saturdays
• High school diploma or equivalent work experience

What's in it for you?

• Hourly rate range: $18.00 - $19.50
• In addition to competitive pay, you'll receive benefits including medical, dental, vision, time off with pay and a 401(k) plan with a degree of employer matching.
• We provide short-term and long-term disability benefits at no cost to you! In addition, we offer company-paid life and accidental death and dismemberment insurance with opportunities to elect additional voluntary insurance plans as well.
• We offer eligible employees six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement.
• Enjoy amazing discounts on our 3 Day Blinds products as well as access to various other exclusive discounts.
• This role currently operates in a work-from-home setting, but will have the opportunity to occasionally meet in-person in the future for meetings and training sessions. By applying to this position you are acknowledging that it is a viable commute to the location listed in this opening.

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate’s education, experience, skills and potential. Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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