Customer Engagement Specialist

Shaw Industries•Dalton, GA

3d•Remote

About The Position

Enhance the Residential business segment’s value proposition by consistently delivering exceptional customer experiences. The Customer Engagement Specialist efficiently processes orders, offers tailored solutions, provides accurate information, and proactively addresses customer issues. This role serves as the first point of contact between the company and its customers in a fast-paced, changing, and growing business, while also supporting the sales team. The position is remote and works an eight-hour, non-rotating shift from 11:00 AM to 8:00 PM EST. The specialist handles a high volume of interactions across channels such as telephone and email, aiming for first-call resolution without holds or transfers. The role uses Salesforce.com or another CRM solution and resources across Distribution, Planning, Sourcing, and Product systems to resolve customer needs. Remote associates need a reliable high-speed wired internet connection, a defined ergonomic workspace free from distractions, and availability during inclement weather and emergencies, including openness to mandatory overtime or schedule adjustments as needed.

Requirements

High school diploma required.
Currently proficient in an order-entry platform.
Knowledge of MS365.
Technically savvy and comfortable 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 service mentality toward customers.

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 quickly learn and adapt 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 its customers.
Strive to achieve first-call resolution without holds or transfers.
Log all interactions in Salesforce.com or another CRM solution.
Use resources including Distribution, Planning, Sourcing, and Product systems to resolve customer issues.
Manage a high volume of interactions across multimedia channels, including telephone and email, while meeting measurement goals and maintaining proficiency in processes and performance.
Promote customer satisfaction through prompt, efficient, and courteous service.
Resolve problems by clarifying issues, researching answers and alternative solutions, implementing solutions, and collaborating on unresolved problems.
Take personal ownership of service and add value to customer interactions and relationships with the company.
Maintain professionalism in oral and written communications.