Note: The job is a remote job and is open to candidates in USA. Empire Today is seeking a Customer Engagement & Sales Support Associate to provide exceptional service and support to customers and Flooring Consultants in a fast-paced Customer Engagement Center. The role handles inquiries, resolves customer service and billing issues, supports sales-related tasks, and collaborates with market employees to ensure a smooth customer experience.
Responsibilities
- Receive inbound calls from internal and external customers
- Provide accurate product, service or process/policy information to customers
- Assist customers with customer service / billing issues, to include making outbound calls, taking payments, notating accounts in CRM and problem solving
- Receive and address customer concerns and escalate complex issues when necessary
- Collaborate with market employees to ensure smooth customer experience
- Follow scripts and guidelines to ensure consistent quality of service, meeting or exceeding performance metrics
- Remote position, up to 10% in office attendance required for training, meetings and business needs
- Participate in ongoing training and coaching sessions to improve service skills
- All other duties assigned or as required
Skills
- High School Diploma or equivalent is required
- Basic proficiency in MS Office Suite and CRM tools
- Personable and professional phone demeanor
- Excellent verbal and written communication skills
- Detail-oriented
- Strong problem-solving and organizational skills
- Ability to multi-task and flip through multiple screens
- 1 year of retail or Customer Engagement Center/Call Center experience is preferred
Benefits
- Health benefits.
- Paid time off and holiday pay.
- Wellness program.
- Professional development & career advancement opportunities.
- Lots of perks.
- Remote position, up to 10% in office attendance required for training, meetings and business needs.
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