Customer Experience Associate (Escalations)

Company: The Mitchell Gold Co
Location: Taylorsville
Posted on: May 16, 2022

Job Description:

Job DescriptionPosition Purpose: Mitchell Gold + Bob Williams is a fast-growing, industry-leading brand that is known for classic modernfurnishings with great comfort and style, as well as a commitment to equality, environmentalresponsibility, and education. Since our start in 1989, we've created a culture of respect, equality, anda commitment to helping employees reach their potential and lead more comfortable lives. Primary Responsibilities: · Resolves Corporate, Executive, and VIP escalations with a sense of urgency.· Prevents additional escalations with a "one and done" philosophy, effectively eliminating the needfor future repeat interactions on the same issue.· Case manages sensitive client situations with the utmost professionalism; for example: VIP client,Social Media Reviews/complaints, Legal or Better Business Bureau complaints, and/or escalationssent to MG+BW executives.· Responds directly & indirectly to client issues, by providing resolutions or by taking over theescalated case/call.· Ability to effectively communicate verbally over the phone, as well as by written communication.· Uses all available information and resources to make the best decision for the client and for thecompany. Empowered to make quick decisions that are best for the situation.· Ability to make decisions with a limited supervisor or managerial direction.· Authorized to speak as MG+BW Customer Care supervisor to client or business partners.· Works on next touch contacts to eliminate the need for back and forth communication.· Develops and maintains positive, service-oriented relationships with other departments and retailstores.· Maintains a strong working knowledge of current Customer Care policies and procedures.· Performs the duties of a Customer Experience Specialist, when necessary.· When needed, assists management of other projects, reports, and assignments.· Identifies trends and process breakdowns, and alerts management to issues.· Advise, coach, and mentor other CC team members, especially our newly hired employees. Go toperson for side by side & on the job training. Required Skills: 2+ years of customer service experience required. Furniture industry experience is considered aplus.· Experience within Mitchell Gold + Bob Williams is also a plus.· Proficiency with Microsoft Office Suite including Excel, Outlook and Word is required· Experience with Dynamics AX, STORIS and/or Zendesk is a required.· Flexible, adaptive to change and capable of working effectively in a fast-paced environment wherequick 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; self-motivated to always deliver the best possible customer experience· Able to handle stressful situations in a courteous and professional manner. Able to utilize softskills and to overcome objections.· Able to de-escalate client and provide options for proper resolution.· Experience with working with clients on social media and/or via email.· Accurately apply appropriate actions to the case at hand, ensuring compliance with departmentalguidelines.· Critical thinking, analytical skills, and attention to detail are important for this role.· Able to pivot on assigned tasks quickly; from taking escalation calls to responding to clients viaemail, from working on offline reports, etc.· Maintain a positive approach and demeanor when interacting (verbally or written) with CustomerCare staff, store personnel, and 3rd party vendors.· Dependable, punctual, and have a great attendance track record.· Approachable, leads by example, and a positive influence in the workplace.

Keywords: The Mitchell Gold Co, Gastonia , Customer Experience Associate (Escalations), Other , Taylorsville, North Carolina