Customer Engagement Specialist

About the role

Job Title

Position Overview

Enhance the Residential business segment's value proposition by consistently delivering exceptional customer experiences. This involves efficiently processing orders, offering tailored solutions, supplying precise information, and proactively addressing any arising issues.

Essential Job Duties

• Create meaningful interactions for both our customers and the sales team by exemplifying professionalism, empathy, and a customer-focused approach.
• Serve as the first point of contact between our company and our customers in a fast-paced, changing, and growing business.
• Strive to maintain a first call resolution (no holds/ no transfers) on each interaction.
• Utilize Salesforce.com (or other CRM solution) to log all interactions.
• Utilize resources to resolve all customer issues including Distribution, Planning, Sourcing, and Product systems.
• Exceed measurement goals by maintaining an elevated level of proficiency of process and performance while managing a high volume of interactions via a variety of multimedia channels (i.e. telephone, e-mail, etc.).
• Enhance our organization's reputation by heightening customer satisfaction through prompt, efficient and courteous service.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; collaborating on unresolved problems.
• Integrate personal ownership of service that adds value to customer interaction and the relationship with our company.
• Maintain a level of professionalism in all oral and written communication.

Competencies

• Communicate Effectively
• Build Customer Satisfaction
• Apply Work Standards
• Solve Problems
• Adapt and Change

Position Requirements

• High School Diploma required
• Experience: Currently proficient in Order Entry platform
• Experience: Knowledge of MS365.
• A strong candidate will be technically savvy and comfortable operating several applications simultaneously (a mainframe and PC Windows-based environment, including electronic mail systems).
• Exhibit high level of patience, service commitment and initiative to solving problems
• Must have a strong work ethic and sound work habits including good attendance, goal driven to exceed expectations and strong service mentality toward customers.

Prefer Skills

• Remote Customer Support/Call Center Experience
• Experience handling inquiries, complaints, and escalations
• Strong analytical and problem-solving skills with the ability to identify root causes and implement solutions
• Excellent verbal and written communication skills, with active listening skills and the ability to explain information clearly and professionally
• Strong organizational and time management skills with the ability to anticipate customer needs and consider solutions beyond the immediate request. Identify root causes and implement solutions
• Strong computer navigation skills with the ability to quickly learn and adapt to new systems, processes, and technologies.
• Location: Remote
• Hourly Grade: P17
• Position Hours: 11:00AM - 8:00PM EST

Remote Work Requirements

For associates working remotely, the following are required

• Reliable Internet Connection: Must have a high-speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions.
• Workspace Setup: A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment.
• Availability: Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed.

Shaw benefits include

• Medical, dental, and vision insurance
• Life insurance and disability coverage
• Tuition reimbursement
• Employee assistance program
• Health savings account
• Paid Time Off
• Parental Leave
• 401K and Retirement Plans
• Product discounts for employees
• Adoption assistance
• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations)
• And much more

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM