[Hiring] Commercial Frontline Customer Specialist @Shaw Industries

Role Description

Commercial Customer Specialists play a pivotal role in delivering exceptional support to a dynamic salesforce and customers across diverse commercial markets within a fast-paced call center environment. These specialists are entrusted with the authority to take ownership, offer innovative solutions, and ensure customer satisfaction by addressing orders, inquiries, and modifications promptly and effectively.

• Empowerment and Ownership: Take ownership of customer inquiries and challenges, going beyond basic problem-solving to provide comprehensive solutions that exceed expectations.
• Order Management: Support Shaw Contract and Patcraft Commercial groups at the brand level, managing order entry, maintenance, and inquiries while adhering to defined requirements and standards.
• Collaborative Approach: Collaborate closely with internal stakeholders across the Supply Chain to ensure seamless management of customer needs, ensuring adherence to schedules and commitments.
• Professional Representation: Project a professional image of Shaw’s Commercial Brands in all customer interactions, whether via call, email, or chat channels, demonstrating expertise, empathy, and a proactive attitude.
• Customer Experience Enhancement: Create positive customer experiences through professionalism, deep product knowledge, and dedicated effort, fostering confidence and trust in Shaw's services.
• Commitment to Accuracy: Strive for order accuracy, minimizing errors through meticulous attention to detail and adherence to established processes and procedures.
• Decision Making: Exercise sound judgment in balancing customer, company, and employee needs, while ensuring compliance with departmental protocols and company policies.
• Resolution Expertise: Aim for single-call resolution by leveraging acquired knowledge and critical thinking skills to address routine and complex issues promptly and effectively.
• Proactive Problem-Solving: Proactively identify and address potential problems, offering alternative suggestions and innovative solutions to meet customer needs and enhance satisfaction.
• Autonomous Time Management: Manage workload demands efficiently with minimal supervision, demonstrating self-motivation and a proactive approach to task prioritization.
• Continuous Improvement: Actively participate in performance feedback sessions, coaching sessions, and training opportunities to enhance skills, knowledge, and performance.

Qualifications

• High School Diploma/GED required. Associate degree or higher education preferred.
• Exhibit high level of patience, service commitment and initiative to solving complicated problems and/or customer needs.
• Ability to troubleshoot technology through a remote environment.

Requirements

• Maintain a virtual presence throughout each work day.
• 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.

Benefits

• 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

Company Description

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.

• 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.