Copy of Customer Care Resolution Associate

3 Day Blinds is a national retailer and manufacturer of quality, custom-made blinds, shades, draperies, and shutters. They are seeking a Customer Care Resolution Associate to provide exceptional customer service, manage inquiries, and contribute to the overall client experience.

Responsibilities

• 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

Skills

• 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 to you
• Company-paid life and accidental death and dismemberment insurance
• Six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement
• Amazing discounts on our 3 Day Blinds products
• Access to various other exclusive discounts

Company Overview