Customer Service Specialist

at Empire

Mebane, NC

Posted on Nov. 29, 2016

Full Time

This is an exciting time for Empire Today, and we need dedicated, enthusiastic people to help us grow! We value our employees and strive to provide opportunities and work environments that make our people happy to work every day. We foster a rewarding company culture so that our employees feel good about working for Empire Today and strive to continue serving customers with the passion and dedication that the company was built upon. Empire Today is looking for a customer focused Customer Service Specialist to serve as the primary point of contact for escalated customer issues, staff and administrative concerns, as well as a mentor and leader to the Customer Service Team. This position reports to the Customer Service Manager.

Duties and Responsibilities:
Coordinate the daily operations of customer service associates, including monitoring and evaluating performance.
Review, monitor, and track Service Requests (SR’s) report for assignment and resolution on a daily and weekly basis
Assure that urgent requests are handled promptly
Assist with answering incoming calls
Export information from database into Excel spreadsheet regarding requests that have not been addressed
Review letters from Better Business Bureau, Attorney General and DLLR to determine resolution
Serve as backup in the absence of the Office Manager
Assist in the implementations of training activities to improve Customer Service Scores

Knowledge and Skills Required:
4+ years of customer service experience
2+ years leadership experience
College Degree preferred
Proficient in MS Word, Excel and Outlook
Excellent oral and written communication skills
Strong telephone etiquette
Problem solving skills
Excellent organization skills
Ability to set priorities and meet deadlines
Excellent training skills
Must be available to work Saturdays

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