Customer Care Resolution Associate

3 Day Blinds is a national retailer and manufacturer of custom-made window coverings. The Customer Care Resolution Associate is responsible for providing exceptional customer service, resolving inquiries, and enhancing the overall client experience.

Responsibilities

• Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers
• Field and answer questions related to product specifications, warranty, installation, parts & repairs
• Place orders, track shipments and relay progress regularly to vested parties
• Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward
• Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution
• Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns
• Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time
• Share feedback and ideas on ways to improve the overall client experience

Skills

• Experienced in a Customer Service role, preferably in a call center environment
• Talented multi-tasker, able to identify and execute resolution on a variety of customer service issues in a timely manner
• Passionate service provider committed to providing a superior client experience by demonstrating patience, empathy, compassion, and sincerity in both tone and words
• Self-starter with exceptional time management skills, who consistently meets established productivity, schedule adherence, call monitoring and survey score standards
• Flexible and adaptable to change, with an ability to learn new skills and retain information
• Team-oriented with a positive outlook and willingness to go above and beyond
• An exceptional communicator both over the phone and in written updates/summaries
• Detail-oriented with a demonstrated ability to thrive in a fast-paced environment, using multiple systems simultaneously to document, track and resolve customer concerns
• Well-versed in standard office technology (Email, Excel, Word, etc.) and able to type 40-45 wpm
• Open availability during business hours 6am - 5:30pm PST to work an 8 hour shift (6am-2:30pm, 7am-3:30pm, etc.). This is a full-time, five days a week job, including Saturdays
• High school diploma or equivalent work experience

Benefits

• Benefits including medical, dental, vision, time off with pay and a 401(k) plan with a degree of employer matching.
• We provide short-term and long-term disability benefits at no cost to you!
• Company-paid life and accidental death and dismemberment insurance with opportunities to elect additional voluntary insurance plans as well.
• We offer eligible employees six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement.
• Enjoy amazing discounts on our 3 Day Blinds products as well as access to various other exclusive discounts.
• This role currently operates in a work-from-home setting, but will have the opportunity to occasionally meet in-person in the future for meetings and training sessions.

Company Overview