Senior Technical Customer Care Associate

Job Description

Our Senior Technical Customer Service Associates work diligently to ensure that our customers receive efficient, top quality service that is reflective of our luxury brands. Our team members provide a customer experience that is second to none in our industry.

We offer exposure to the global luxury market, in return we want your ideas and commitment to bring our vision to life. Our business is rapidly changing, and there has never been a more exciting time to join our team.

The individual in this role is responsible for providing exceptional customer service to customers via telephone and email. The Senior Technical Customer Care Associate responds to customer’s inquiries about products, installations, and helps resolve problems with products and installations.

• Provide excellent customer experiences with every point of contact
• Work with a team on post-sale support, with a common goal
• Support customer calls via call center
• Fields on average 75 incoming calls per day
• Provides support to customers via email, responding to approximately 20-50 emails per day
• Troubleshoot and problem solve products and installations
• Support warranty claims-working in an ERP system
• Data Collection
• Perform other duties as assigned

Qualifications

• High School Diploma or GED is required
• Minimum of 2 years of experience in Customer Service or a similar position is required
• Strong troubleshooting and resolution skills required
• Ability to actively listen to customer needs and demonstrate empathy
• Plumbing experience preferred
• High-end brand experience preferred
• Experience using various software (Email, ERP/Order Entry Software, MS Office)
• Must possess organizational and time management skills
• Self-starter with a passion for growth
• Team player that can work well with others and that is adaptable to learning current systems
• Excellent written and verbal communication skills
• Polished professional and compassionate demeanor