Customer Care One

CUSTOMER CARE ONE

SUMMARY: Serving the needs of our customers and stores, Customer Care One associates service inbound calls/outbound calls, emails, chats, and incoming store tickets for a variety of services. Primarily responsible for documenting, submitting, and working cases to completion is required.

BENEFITS:

Cabinets To Go provides employees with medical, dental and life insurance at no cost to the employee, plus a generous PTO policy and paid holidays.

Optional benefits include long term disability and 401K with employer match.

GENERAL RESPONSIBILITIES:

• Field inbound calls responding to customer verbally using proper tone, established greetings, as the “Face of the Company”.

• Guide customers to the appropriate contact for sales or installation needs not handled directly by Customer Care.

• Adhere to call handling protocols.

• Create tickets noting customer / store concerns to begin the resolution process.

• Follow up on pending and shipped tickets resolving matters to final resolution status.

• Answer product and service related questions by phone, chat, email, or other communication channels working closely with the Install Right program team.

• Communicate with stores, customers, and Install Right team members / contractors by phone and email as necessary.

• Make business decisions approving reasonable costs to resolve complex cabinet and flooring issues. Escalate for approval amounts exceeding your LOA (Level of Authority).

• Fielding inbound calls, placing outbound calls, entering tickets, and any other duties as assigned by management.

• Supports and upholds warranty on cabinets, flooring, and installation services. Has clear understanding and can convey to customers and other team members

EDUCATION/EXPERIENCE:

• Minimum of 6 months experience in customer service and/or call center work preferred

GENERIC SKILLS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Regular attendance and punctuality is required. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Must be highly skilled in multi-tasking and setting priorities.

• Must be skilled in use of Excel, ticketing systems, and other systems used in a Customer Care environment.

• Must demonstrate attention to detail, follow up, and accuracy in a high volume environment.

• Must demonstrate effective verbal, written, and listening skills.

• Ability to manage multiple projects.

• Complete work timely and accurately.

• Demonstrate problem solving skills.

This job description is intended to describe the essential functions and general content of the requirements for the position. It is not to be construed as an exhaustive statement of requirements, duties and responsibilities. Management reserves the right to change the functions and responsibilities of this position as necessary, at any time.

EDUCATION/EXPERIENCE:

• High School Diploma or GED
• Minimum of 6 months experience (with positive work performance, outstanding attendance, and exceptional reviews) working in Customer Care as a CTG associate