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Customer Care Resolution Associate
Location
Texas
Posted
91 days ago
Salary
$18 - $19 / hour
Seniority
Mid Level
Job Description
Customer Care Resolution Associate
TP ICAP
• 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
Job Requirements
- 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 6am - 5pm PST to work full-time, five days a week, including Saturdays
- High school diploma or equivalent work experience
Benefits
- medical
- dental
- vision
- time off with pay
- 401(k) plan with a degree of employer matching
- short-term and long-term disability benefits at no cost
- company-paid life and accidental death and dismemberment insurance
- opportunities to elect additional voluntary insurance plans
- six weeks of paid parental leave
- discounts on 3 Day Blinds products
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