[Hiring] Customer Engagement Specialist @Shaw

Role Description

Enhance the Residential business segment's value proposition by consistently delivering exceptional customer experiences. This involves efficiently processing orders, offering tailored solutions, supplying precise information, and proactively addressing any arising issues.

• Create meaningful interactions for both our customers and the sales team by exemplifying professionalism, empathy, and a customer-focused approach.
• Serve as the first point of contact between our company and our customers in a fast-paced, changing, and growing business.
• Strive to maintain a first call resolution (no holds/ no transfers) on each interaction.
• Utilize Salesforce.com (or other CRM solution) to log all interactions.
• Utilize resources to resolve all customer issues including Distribution, Planning, Sourcing, and Product systems.
• Exceed measurement goals by maintaining an elevated level of proficiency of process and performance while managing a high volume of interactions via a variety of multimedia channels (i.e. telephone, e-mail, etc.).
• Enhance our organization’s reputation by heightening customer satisfaction through prompt, efficient and courteous service.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; collaborating on unresolved problems.
• Integrate personal ownership of service that adds value to customer interaction and the relationship with our company.
• Maintain a level of professionalism in all oral and written communication.

Qualifications

• High School Diploma required
• Currently proficient in Order Entry platform
• Knowledge of MS365
• Technically savvy and comfortable operating several applications simultaneously (a mainframe and PC Windows-based environment, including electronic mail systems)
• Exhibit high level of patience, service commitment, and initiative to solving problems
• Strong work ethic and sound work habits including good attendance, goal driven to exceed expectations, and strong service mentality toward customers

Requirements

• Remote Customer Support/Call Center Experience
• Experience handling inquiries, complaints, and escalations
• Strong analytical and problem-solving skills with the ability to identify root causes and implement solutions
• Excellent verbal and written communication skills, with active listening skills and the ability to explain information clearly and professionally
• Strong organizational and time management skills with the ability to anticipate customer needs and consider solutions beyond the immediate request
• Strong computer navigation skills with the ability to quickly learn and adapt to new systems, processes, and technologies

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. It 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.