Commercial Frontline Customer Specialist

Job Title

Position Overview

Commercial Customer Specialists play a pivotal role in delivering exceptional support to a dynamic salesforce and customers across diverse commercial markets within a fast-paced call center environment. These specialists are entrusted with the authority to take ownership, offer innovative solutions, and ensure customer satisfaction by addressing orders, inquiries, and modifications promptly and effectively. With a focus on empowerment and proactive problem-solving, they collaborate across departments to streamline processes and uphold Shaw's standards of service excellence.

Responsibilities

• Empowerment and Ownership: Take ownership of customer inquiries and challenges, going beyond basic problem-solving to provide comprehensive solutions that exceed expectations.

• Order Management: Support Shaw Contract and Patcraft Commercial groups at the brand level, managing order entry, maintenance, and inquiries while adhering to defined requirements and standards.

• Collaborative Approach: Collaborate closely with internal stakeholders across the Supply Chain to ensure seamless management of customer needs, ensuring adherence to schedules and commitments.

• Professional Representation: Project a professional image of Shaw’s Commercial Brands in all customer interactions, whether via call, email, or chat channels, demonstrating expertise, empathy, and a proactive attitude.

• Customer Experience Enhancement: Create positive customer experiences through professionalism, deep product knowledge, and dedicated effort, fostering confidence and trust in Shaw's services.

• Commitment to Accuracy: Strive for order accuracy, minimizing errors through meticulous attention to detail and adherence to established processes and procedures. Maintain a high level of customer and Sales personnel data when it comes to entering cases in Salesforce.com.

• Decision Making: Exercise sound judgment in balancing customer, company, and employee needs, while ensuring compliance with departmental protocols and company policies.

• Resolution Expertise: Aim for single-call resolution by leveraging acquired knowledge and critical thinking skills to address routine and complex issues promptly and effectively.

• Proactive Problem-Solving: Proactively identify and address potential problems, offering alternative suggestions and innovative solutions to meet customer needs and enhance satisfaction.

• Autonomous Time Management: Manage workload demands efficiently with minimal supervision, demonstrating self-motivation and a proactive approach to task prioritization.

• Continuous Improvement: Actively participate in performance feedback sessions, coaching sessions, and training opportunities to enhance skills, knowledge, and performance.

Position Requirements

• High School Diploma/GED required. Associate degree or higher education preferred.

• Maintain a virtual presence throughout each work day.

• Exhibit high level of patience, service commitment and initiative to solving complicated problems 

• and/or customer needs.

• Ability to troubleshoot technology through a remote environment. 

Preferred Skills

• Call Center Experience

• Experience managing customer orders, changes, and inquiries

• Experience in a remote or virtual work environment

Competencies

• Manage Work

• Solve Problems

• Adapt & Change

• Learn & Apply

• Build Customer Satisfaction

• Apply Work Standards

Location: Remote

Hourly Grade: P17
Position Hours: 11:00AM - 8:00PM EST

Remote Work Requirements: 

For associates working remotely, the following are required: 

• Reliable Internet Connection: Must have a high-speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions. 

• Workspace Setup: A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment. 

• Availability: Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed. 

Shaw benefits include: 

• 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 

• Product discounts for employees 

• Adoption assistance 

• Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations) 

• And much more

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more.   

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.

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