Customer Engagement Specialist

Job Title Customer Engagement Specialist Position Overview Position Overview:

Enhance the Residential business segment's value proposition by consistently delivering exceptional customer experiences. This involves efficiently processing orders, offering tailored solutions, supplying precise information, and proactively addressing any arising issues.

Essential Job Duties:

Create meaningful interactions for both our customers and the sales team by exemplifying professionalism, empathy, and a customer-focused approach. Serve as the first point of contact between our company and our customers in a fast-paced, changing, and growing business. Strive to maintain a first call resolution (no holds/ no transfers) on each interaction. Utilize Salesforce.com (or other CRM solution) to log all interactions. Utilize resources to resolve all customer issues including Distribution, Planning, Sourcing, and Product systems. Exceed measurement goals by maintaining an elevated level of proficiency of process and performance while managing a high volume of interactions via a variety of multimedia channels (i.e. telephone, 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 on unresolved problems. Integrate personal ownership of service that adds value to customer interaction and the relationship with our company. Maintain a level of professionalism in all oral and written communication.

Position Requirements:

High School Diploma required

Experience:

Currently proficient in Order Entry platform

Experience:

Knowledge of

MS365. A

strong candidate will be technically savvy and comfortable operating several applications simultaneously (a mainframe and PC Windows-based environment, including electronic mail systems). 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.

Competencies:

Communicate Effectively Build Customer Satisfaction Apply Work Standards Solve Problems Adapt and Change Remote Work Requirements:

For associates working remotely, the following are required:

Reliable Internet Connection:

Must have a high-speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions.

Workspace Setup:

A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment.

Availability:

Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed.

Location:

Remote Hourly Grade:

P17

Shift Hours:

11:00am-8:00pm EST Shaw benefits include: Medical, dental, and vision insurance Life insurance and disability coverage Tuition reimbursement Employee assistance program Health savings account Paid Time Off Parental Leave 401K and Retirement Plans Product discounts for employees Adoption assistance Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations) And much more Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo and more. Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide. Work Shift 8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. A history of success, a future of possibility Founded in 1967, Shaw Industries' leadership has been built on a history of success. Over time, our products have expanded, the customers we serve have been broadened, and the technology we use has advanced, but our vision to create a better future remains the same. Exceeding our customers' expectations for quality, service and performance is at the heart of our business. Global Flooring Provider Shaw Industries Group Inc. supplies carpet, resilient, hardwood, tile and stone, synthetic turf, and other specialty products to residential and commercial markets worldwide. Learn more Operational Excellence Our manufacturing operations and integrated supply chain deliver a broad array of products to meet diverse needs across residential and commercial markets throughout the world. Learn more Award Winning The success of our company and the success of our associates go hand-in-hand. We are consistently awarded as an employer of choice, community partner, and leader in design and innovation. Learn more We Sustain Human Ability At Shaw, sustainability means sustaining human ability in all of our products and processes. We ask ourselves "how can we minimize our impact on the environment and maximize human potential?" Learn More Community Partner From civic involvement and philanthropic giving to volunteerism and future workforce development, our company and associates leverage our combined passions and expertise in addressing community needs, collaboratively. Learn More In The News There is always something new and exciting happening at Shaw. Check out our news page to read our recent press releases, company blog posts, sustainability reports and more! Learn More