Customer Experience Associate (Escalations)
Company: The Mitchell Gold Co
Location: Taylorsville
Posted on: May 16, 2022
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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
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