Customer Service Representative
Deliver customer-oriented service in a high volume call center to customers in key business segments, including retail, distributors, contractors, designers, specifiers, government agencies, and the Shaw salesforce via telephone, email, and fax interactions. Generate revenue by the placement of orders, offering alternative solutions, providing product information, and resolving any emerging problems.
This is a position where an associate would sit for 90% of their day at their desk and be available to answer a high volume of calls using a headset.
Serve as the first point of contact between our company and our current and potential customers in a fast paced, changing and growing business.
Exceed measurement goals by maintaining a high level of proficiency of process and performance while managing a high volume of interactions via a variety of multimedia channels (i.e. telephone, fax, e-mail, etc).
Enhance our organization's reputation by heightening customer satisfaction through prompt, efficient, and courteous service.
Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; collaborating with Client Solutions on unresolved problems.
Integrate personal ownership of service that adds value to the customer interaction as well as the relationship with our company.
Use good judgment to control call interaction and when possible, strive for single call resolution.
Maintain a level of professionalism in all oral and written communication.
Build Customer Satisfaction
Apply Work Standards
Adapt and Change
High School Diploma/GED required AND at least 1-year of customer-facing experience
Min 1 year administrative windows based environment.
Capable of successfully working and training in a virtual environment independently.
Troubleshooting computer equipment setup, operation, and navigation.
Maintain a virtual presence throughout each workday.
Knowledge of spreadsheet software
Excellent communication skills both verbal and written.
Ability to multitask virtually operating several applications simultaneously (a mainframe and PC windows based environment, including electronic mail systems) as well as navigating between these applications regularly throughout the day.
Exhibit high level of patience, service commitment and initiative to solving problems
Must have a strong work ethic and sound work habits including good attendance, goal driven to exceed expectations and strong service mentality toward customers.
Ability to work overtime or weekends as required by business needs.
Remote Worker Requirements:
Complete Virtual Training Program
It will be the responsibility of the At Home Agent to provide a: Reliable High-Speed Internet Connection in wall/router (not wireless) to access Shaw Systems while working from home. Minimum Speed 10mbps/Download; 3mbps/Upload without data limits or restrictions.
Associates should have a defined workspace to conduct business with office furniture that meets ergonomic needs. Workspace should be located in an area away from sounds that compromise the customer experience to allow for a professional atmosphere.
Customer Service Associates are expected to be available to work during times of inclement weather and emergencies, be open to mandatory overtime, and schedule changes.
Virtual full-time training will take place Monday
5:00pm EST for 8-10 weeks.
After training, the remote shift will be 11:00am
8:00pm EST Monday
Friday and an occasional Saturday.
8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM
Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.
Shaw Industries, Inc.