Commercial Frontline Customer Specialist

Shaw Industries • Dalton, GA

2d • Remote

About The Position

Commercial Customer Specialists support a dynamic salesforce and customers across diverse commercial markets in a fast-paced call center environment. They take ownership of customer inquiries, orders, and modifications, provide effective solutions, and work to ensure customer satisfaction. The role supports Shaw Contract and Patcraft Commercial groups at the brand level and collaborates with internal Supply Chain stakeholders to manage customer needs and meet schedules and commitments.

Specialists represent Shaw’s Commercial Brands professionally across phone, email, and chat channels. They use product knowledge, empathy, attention to detail, and sound judgment to resolve routine and complex issues, maintain accurate order and Salesforce.com data, and follow departmental protocols and company policies. They manage workload with minimal supervision and participate in feedback, coaching, and training to improve their skills and performance.

This is a remote position with scheduled hours of 11:00 AM–8:00 PM EST. Remote associates must have a high-speed wired internet connection meeting the stated minimums and a defined, ergonomic workspace free from distractions. They must be available during inclement weather and emergencies and be open to mandatory overtime or schedule adjustments as needed.

Requirements

• High school diploma or GED.
• Maintain a virtual presence throughout each workday.
• Demonstrate patience, commitment to service, and initiative in solving complicated problems and addressing customer needs.
• Ability to troubleshoot technology remotely.
• Reliable high-speed wired internet connection with at least 10 Mbps download and 3 Mbps upload, without data limitations or restrictions.
• A defined, ergonomic workspace free from distractions.
• Availability to work during inclement weather and emergencies, and openness to mandatory overtime or schedule adjustments as needed.

Nice To Haves

• Associate degree or higher education.
• Call center experience.
• Experience managing customer orders, changes, and inquiries.
• Experience in a remote or virtual work environment.

Responsibilities

• Take ownership of customer inquiries and challenges and provide comprehensive solutions that exceed expectations.
• Manage order entry, maintenance, and inquiries for Shaw Contract and Patcraft Commercial groups while following defined requirements and standards.
• Collaborate with Supply Chain stakeholders to manage customer needs and meet schedules and commitments.
• Represent Shaw’s Commercial Brands professionally in customer interactions by phone, email, and chat.
• Create positive customer experiences through professionalism, product knowledge, and dedicated service.
• Maintain order accuracy and minimize errors by following established processes and procedures.
• Maintain accurate customer and Sales personnel data when entering cases in Salesforce.com.
• Use sound judgment to balance customer, company, and employee needs while complying with protocols and policies.
• Work toward single-call resolution by applying knowledge and critical thinking to routine and complex issues.
• Identify potential problems proactively and offer alternatives and solutions to meet customer needs.
• Manage workload and prioritize tasks efficiently with minimal supervision.
• Participate in performance feedback, coaching, and training opportunities.

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
• Employee product discounts
• Adoption assistance
• Shaw Family Health Center access at the Dalton, GA, and Cartersville, GA, locations

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED