Customer Engagement Specialist

Shaw Industries•Dalton, GA

4d•Remote

About The Position

The Customer Engagement Specialist enhances the Residential business segment's value proposition by consistently delivering exceptional customer experiences. The role processes orders efficiently, offers tailored solutions, provides accurate information, and proactively addresses customer issues. As a first point of contact for customers and the sales team, the specialist manages a high volume of interactions across channels while maintaining professionalism, empathy, and a customer-focused approach. The position is remote, with scheduled hours of 11:00 AM to 8:00 PM EST.

Requirements

High school diploma required.
Currently proficient in an Order Entry platform.
Knowledge of MS365.
Technical proficiency and comfort operating several applications simultaneously in a mainframe and PC Windows-based environment, including electronic mail systems.
Patience, service commitment, and initiative in solving problems.
Strong work ethic and sound work habits, including good attendance, a goal-driven approach to exceeding expectations, and a strong customer-service mentality.

Nice To Haves

Remote customer support or call center experience.
Experience handling inquiries, complaints, and escalations.
Strong analytical and problem-solving skills, including the ability to identify root causes and implement solutions.
Excellent verbal and written communication skills, active listening, 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 and the ability to learn and adapt quickly to new systems, processes, and technologies.

Responsibilities

Create meaningful interactions with customers and the sales team through professionalism, empathy, and a customer-focused approach.
Serve as the first point of contact between the company and customers in a fast-paced, changing, and growing business.
Strive to resolve each interaction on the first call, without holds or transfers.
Log all interactions in Salesforce.com or another CRM solution.
Use available resources, including Distribution, Planning, Sourcing, and Product systems, to resolve customer issues.
Manage a high volume of interactions through multimedia channels such as telephone and email while meeting measurement goals and maintaining process and performance proficiency.
Promote customer satisfaction through prompt, efficient, and courteous service.
Resolve problems by clarifying issues, researching answers and alternatives, implementing solutions, and collaborating on unresolved problems.
Take personal ownership of service to add value to customer interactions and the relationship with the company.
Maintain professionalism in oral and written communications.