Customer Care Resolution Associate - job 5 of 6

As a Customer Care Resolution Associate, you will ensure our internal and external clients receive the superior client experience that is part of our brand promise and Core Values. We are looking for ambitious and driven individuals to join our growing Customer Care team. We operate in a high-performance, dynamic culture and our work atmosphere is entrepreneurial. If this sounds like it could be you, read on!

WHAT'S IN IT FOR YOU

• You'll receive competitive pay and benefits including medical, dental, vision, time off with pay, and a 401(k) plan with a degree of employer matching.
• You'll experience paid training in a comfortable, professional environment and advancement opportunities.,
• We provide short-term and long-term disability benefits at no cost to you! In addition, we offer company-paid life and accidental death and dismemberment insurance with opportunities to elect additional voluntary insurance plans as well.
• We offer eligible employees six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement.
• Enjoy amazing discounts on our 3 Day Blinds products as well as access to various other exclusive discounts!
• This role currently operates in a work-from-home setting, but will have the opportunity to occasionally meet in-person in the future for meetings and training sessions. By applying to this position you are acknowledging you will be based in and work-from-home in or around the Columbia, MD area.

HOW YOU'LL CONTRIBUTE

• Provide high caliber support to our sales team of Design Consultants and Installers.
• Answer questions and resolve inquiries from our valued clients related to product, warranty, installation, parts & repairs.
• Provide valuable insight to improving overall client experience through constant feedback.
• Contribute to achieving key organizational success factors (call metrics and responsiveness on resolution of inquiries).
• Respond timely to client inquiries while keeping adherence to assigned schedule, phone time and resolution time.
• Delight the client by exceeding expectations with their window covering needs

ATTRIBUTES FOR SUCCESS

• Able to identify and execute resolution on a variety of customer service issues in a prompt manner
• Provide a superior client experience by projecting patience, empathy, caring, and sincerity in voice tone and words
• A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards
• 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 written and verbal communicator
• Detail-oriented, flexible, and able to multitask in a fast paced environment
• Focused on providing exceptional service to both internal and external customers
• Comfortable with computers, with an ability to navigate multiple systems at once

REQUIRED

• High school diploma or equivalent work experience
• Ability to work full-time, five days a week with one of those days being a Saturday (Mandatory)
• Experience in a Customer Service based role
• Strong communication skills
• Proficient in Microsoft Office technology

PREFERRED

• Experience in a call center environment is preferred

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