Opportunity
The Customer Care Representative contributes to a positive and inclusive work
environment, with the primary responsibility for communication and problem
resolution with our showroom teams to ensure customer satisfaction. This
includes frequent contact with customers via email and phone and maintaining
all appropriate documentation and account records.
Specific Responsibilities
Provide
Support and Problem Resolution to Showroom Teams.
Act as
a point of contact for designated showroom(s), troubleshoot difficult
customer issues and act as liaison on escalations.
Responsible
for competently and efficiently handling a fluctuating volume of contacts
and question types and responding to inquiries within defined service
level threshold.
Document
and track customer feedback and communicate back to Ann Sacks to drive
continuous improvement.
Possess
an in-depth knowledge of Ann Sacks products, including technical aptitude.
This includes leveraging our NTCA resource to verify installation process
and warranty resolution.
Resolve
warranty claims in partnership with showroom management while identifying
the best “cost versus service” solutions. Utilize negotiation skills and
compromise to reach customer resolution while maintaining warranty budget.
Provide
backup support for Customer Care Representatives during time off, coverage
gaps or as the business requires.
Support
Customer Care Representatives with creating BOLs, delivery reconsignments
and responding to new customer web inquiries.
Establish
and maintain successful relationships with internal departments allowing
for timely and effective resolution of customer needs. Act as liaison
between sister brands to provide proactive lead time information and
resolve inter-company client issues.
Coordinate
special one-time projects as assigned by Supervisor. Such projects may
include creation and documentation of SOPs, analysis of BOBJ and SAP data,
and business process change testing and participation.