MGBW Customer Experience Associate

Surya Carpet • Taylorsville, NC

106d

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

• 2+ years of customer service experience required.
• Proficiency with Microsoft Office Suite including Excel, Outlook and Word is required.
• Experience with Dynamics AX, STORIS 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, STORIS 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.

What This Job Offers

• Number of Employees: 101-250 employees