Remote - Installations Customer Service - Richmond, Virginia (VA) - Florida (FL), Texas (TX), Arizona (AZ)
Lumber Liquidators
2021-10-22T08:57:13Z
Customer Service / Call Center
(No Timezone Provided)
Remote - Installations Customer Service - Richmond, Virginia (VA) - Florida (FL), Texas (TX), Arizona (AZ)
Arizona, USA ● Texas, USA ● Virginia, USA Req #12141 Tuesday, October 19, 2021
Are you looking for a FUN and EXCITING new opportunity at a company where diverse and talented associates turn jobs into careers? If yes, then LL Flooring is the perfect fit for you
LL Flooring has been serving the nation’s hard surface flooring needs for over 25 years with over 420 locations nationwide and we are still growing! We offer an extensive benefits package that includes a generous amount of paid time off, paid holidays, a great 401k match, and low premium medical coverage. If you have the desire to grow and work with industry leading professionals, this is the place for you!
The Customer Relations Specials, Installations, is responsible for responding to customer complaints and questions in a timely and accurate manner with solutions that maintain positive relationships. This position will research, document and resolve customer issues through application of knowledge of Lumber Liquidators products, processes and installation services. This position will communicate with customers and internal partners via telephone, e-mail, or regular mail, create, and update customer database.
Job Duties and Responsibilities:
Responds to customer complaints promptly, clearly and concisely using standard business writing protocol and verbal skills. Receives inbound calls, place outbound calls, and respond to messages, to resolve issues. Educates customers on features and benefits of products, including the LLIS Installation Warranty in order to improve customer’s product knowledge as well as installation requirements Records/updates status on all open case files and inquiries within a 24-hour notice. Records details of actions taken regarding complaint resolution, notifications, and all other aspects of the complaint. Researches SAP and CRM records and LL website (product line and installation technique) to obtain and evaluate all information needed to independently and accurately answer inquiries on service, product and pricing and provide basic technical assistance. Communicates with internal departments, including Store Managers, Regional Installed Sales Managers, and Regional Managers to resolve and update customer service issues and quality/ installation related complaints. With supervisor direction, determines and sets repair and remedy expectations according to standard procedure and product and warranty terms. Offers compensation, within Level of Authority (LOA) to resolve customer issues in a cost effective manner. Escalates concerns that require management intervention. Follows up with customers and installers until the complaint is resolved. Coordinates with the store for the movement of materials for repairs. Finalizes files and documents by recording settlement needs in preparation for the Warranty Admin and Order Support Group Specialist. Additional Requirements:
Ability to add, subtracts, multiply and divide in all units of measure (including square footage), using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Proactively assist others. Step in and help when and as needed Execute special projects and perform other duties as assigned. Ability to solve problems and apply creative and timely solutions. Attendance and reliability is extremely important in this position Customer Focus – Establish and maintain effective customer relationships. Seek to understand customer needs and deliver solutions that meet customer expectations. Accountability – Follow through on commitments. Take personal responsibility for decisions, actions, and failures. Collaboration – Cooperate with others to achieve shared objectives and get work done. Consider interests of others as well as one’s own. Instill Trust – Show consistency in word and action. Treat others with respect. Operate with honesty and integrity. Change Management – Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements, customer and scheduling needs. Detail Oriented – Attention to detail, ability to focus on the project or task at hand, adherence to Company policies and requirements while consistently delivering error free results. Leads by example in following the Company Code of Business Conduct (Ethics), all applicable tenants of the Lacey Act and all other applicable laws, policies and procedures. Immediately reports all concerns to the appropriate party. Education:
High school degree or GED required; some college or formal technical school education, preferred; or equivalent combination of education and experience. Related Experience, Qualifications and/or Certifications:
1 to 3 years of previous experience in similar industry Bilingual skills are a plus. Computer Skills / Special Equipment Knowledge:
Experience with Database Management, MS Office (Excel, Word, and Outlook), and Complaint and Customer Relations Management Systems Internet savvy Experience with SAP Database system and Live Person programs a plus INDHP
LL Flooring is an equal opportunity employer. At LL Flooring, we are committed to creating a diverse work environment by recruiting, training, compensating and promoting qualified individuals. LL Flooring does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability status, protected veteran status, or any other basis protected by applicable federal, state or local law.
At LL Flooring, we are committed to bringing diverse, talented individuals to a place they want to turn their job into a career.
Remote - Installations Customer Service - Richmond, Virginia (VA) - Florida (FL), Texas (TX), Arizona (AZ)
Customer Service / Call Center
Remote - Installations Customer Service - Richmond, Virginia (VA) - Florida (FL), Texas (TX), Arizona (AZ)
Arizona, USA ● Texas, USA ● Virginia, USA Req #12141 Tuesday, October 19, 2021
Are you looking for a FUN and EXCITING new opportunity at a company where diverse and talented associates turn jobs into careers? If yes, then LL Flooring is the perfect fit for you
LL Flooring has been serving the nation’s hard surface flooring needs for over 25 years with over 420 locations nationwide and we are still growing! We offer an extensive benefits package that includes a generous amount of paid time off, paid holidays, a great 401k match, and low premium medical coverage. If you have the desire to grow and work with industry leading professionals, this is the place for you!
The Customer Relations Specials, Installations, is responsible for responding to customer complaints and questions in a timely and accurate manner with solutions that maintain positive relationships. This position will research, document and resolve customer issues through application of knowledge of Lumber Liquidators products, processes and installation services. This position will communicate with customers and internal partners via telephone, e-mail, or regular mail, create, and update customer database.
Job Duties and Responsibilities:
Responds to customer complaints promptly, clearly and concisely using standard business writing protocol and verbal skills. Receives inbound calls, place outbound calls, and respond to messages, to resolve issues. Educates customers on features and benefits of products, including the LLIS Installation Warranty in order to improve customer’s product knowledge as well as installation requirements Records/updates status on all open case files and inquiries within a 24-hour notice. Records details of actions taken regarding complaint resolution, notifications, and all other aspects of the complaint. Researches SAP and CRM records and LL website (product line and installation technique) to obtain and evaluate all information needed to independently and accurately answer inquiries on service, product and pricing and provide basic technical assistance. Communicates with internal departments, including Store Managers, Regional Installed Sales Managers, and Regional Managers to resolve and update customer service issues and quality/ installation related complaints. With supervisor direction, determines and sets repair and remedy expectations according to standard procedure and product and warranty terms. Offers compensation, within Level of Authority (LOA) to resolve customer issues in a cost effective manner. Escalates concerns that require management intervention. Follows up with customers and installers until the complaint is resolved. Coordinates with the store for the movement of materials for repairs. Finalizes files and documents by recording settlement needs in preparation for the Warranty Admin and Order Support Group Specialist. Additional Requirements:
Ability to add, subtracts, multiply and divide in all units of measure (including square footage), using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Proactively assist others. Step in and help when and as needed Execute special projects and perform other duties as assigned. Ability to solve problems and apply creative and timely solutions. Attendance and reliability is extremely important in this position Customer Focus – Establish and maintain effective customer relationships. Seek to understand customer needs and deliver solutions that meet customer expectations. Accountability – Follow through on commitments. Take personal responsibility for decisions, actions, and failures. Collaboration – Cooperate with others to achieve shared objectives and get work done. Consider interests of others as well as one’s own. Instill Trust – Show consistency in word and action. Treat others with respect. Operate with honesty and integrity. Change Management – Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements, customer and scheduling needs. Detail Oriented – Attention to detail, ability to focus on the project or task at hand, adherence to Company policies and requirements while consistently delivering error free results. Leads by example in following the Company Code of Business Conduct (Ethics), all applicable tenants of the Lacey Act and all other applicable laws, policies and procedures. Immediately reports all concerns to the appropriate party. Education:
High school degree or GED required; some college or formal technical school education, preferred; or equivalent combination of education and experience. Related Experience, Qualifications and/or Certifications:
1 to 3 years of previous experience in similar industry Bilingual skills are a plus. Computer Skills / Special Equipment Knowledge:
Experience with Database Management, MS Office (Excel, Word, and Outlook), and Complaint and Customer Relations Management Systems Internet savvy Experience with SAP Database system and Live Person programs a plus INDHP
LL Flooring is an equal opportunity employer. At LL Flooring, we are committed to creating a diverse work environment by recruiting, training, compensating and promoting qualified individuals. LL Flooring does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability status, protected veteran status, or any other basis protected by applicable federal, state or local law.
At LL Flooring, we are committed to bringing diverse, talented individuals to a place they want to turn their job into a career.