MGBW Customer Experience Associate

Surya Rugs•Taylorsville, NC

46d

About The Position

The Customer Care Associate position is a customer-focused role that is responsible for completing tasks associated with improving the customer's experience. Candidates must have a positive attitude with a focus on providing outstanding service in customer-oriented contact center environment. In order to do so, this position requires attention to detail and excellent customer service skills.

Requirements

Candidates should thrive and find success within a fast-paced environment.
2+ years of customer service experience required. Furniture industry experience is considered a plus
Proficiency with Microsoft Office Suite including Excel, Outlook and Word is required
Experience with Dynamics AX, and/or ticketing systems is a plus
Flexible, adaptive to change and capable of working effectively in a fast-paced environment where quick reaction time and problem solving is critical to success
Excellent organizational skills with the ability to multi-task
Strong interpersonal and communications skills; excellent written and verbal expression
Customer-centric mindset; strongly motivated to always deliver the best possible customer experience
Professional appearance and a strong work ethic

Nice To Haves

Furniture industry experience is considered a plus
Experience with Dynamics AX, and/or ticketing systems is a plus

Responsibilities

Provide an exceptional customer experience by engaging directly with our customers via phones and email to answer their questions.
Process orders with exceptional service.
Resolve inquiries, concerns, and questions by researching customer issues thoroughly and communicate options for resolution
Collaborate cross-functionally in a team-based environment to resolve a variety of customer issues.
Provide internal & external customers with accurate and complete information
Resolve customer issues by identifying the root cause
Handle highly escalated situations with professionalism, empathy & positivity
Utilize multiple applications and programs to solve problems and document actions taken
Clearly communicate problem resolution steps to reassure customer
Follow up in a timely manner with customers and internal partners on the next steps