Customer Care Representative

Company Details

Shaw Industries Group, Inc.

Job Title

Customer Care Representative

Position Overview
We are looking for someone in the Phoenix, AZ area that has a desire and passion to provide exceptional service for our customers. Shaw Industries, a subsidiary of Berkshire Hathaway, has been in the flooring business for more than 50 years and has the highest service standards in the industry which sets us apart from the competition. We need the right person with the best skills to continue our mission.

95% of your time will be working and training from home, saving commute time to focus on your family life and priorities outside of work. All you need is a great internet connection and a quiet, private dedicated workspace. Although mainly working and training from home, from time to time you may be asked to attend a meeting at a local Regional Distribution Center or a different venue suitable for the meeting.

Shaw will provide the necessary equipment to do the job, all you will need to do is set up your workspace with the detailed instructions provided when you receive it. Plus you will be welcomed with a big dose of southern hospitality from this Georgia-based company.

Our ideal person would be:

  • Excellent with communicating professionally in both verbal and written formats.
  • IT savvy that can set up equipment in their home and problem solve their own technical issues as needed. In addition, this person would have the experience needed to navigate efficiently through multiple applications using multiple monitors and resources.
  • Customer-centric service mindset.
  • Reliable and committed to achieving a positive customer experience while exceeding individual and team goals.
  • A “Change Champion” who is adaptable and thrives in an ever-changing environment.
  • Positive, patient, empathetic, compassionate, and resilient to handle challenges that may arise daily at a moment’s notice.
  • Reinforce positive relationships and energy between the customer and business partners within the company
  • Initiate problem resolution and is confident in their decisions.
  • Enjoys being a part of a team and building relationships in our company internally as well as externally.
  • An enthusiastic learner that will engage in training and, coaching while being receptive to feedback to grow in this position and future opportunities at Shaw.
This is a position where an associate would sit for 90% of their day at their desk and be available to answer a high volume of calls using a headset.

If you consider yourself an ideal candidate for our company, we would love to have you on our team.

Responsibilities:

  • Connect with customers by listening to their needs and, adapt those needs to a course of action that builds trust and satisfaction between support representative, customer, and Shaw.
  • Enhance our organization’s reputation by heightening customer satisfaction through prompt, efficient, and courteous service.
  • Maintain a high level of workflow and keen multitasking skills to persevere through all channels necessary to retain customer satisfaction during projects.
  • Integrate personal ownership of service that adds value to the customer interaction as well as the relationship with our company.
  • Exceed measurement goals by maintaining a high 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).
  • Actively participate in performance feedback, coaching, and training sessions.
  • Maintain awareness of business impacts, workload, and necessary changes throughout daily communications to and from customers, supply chain, company leaders, and departmental issues.
  • Preserve team cohesion by uniting as one and acting as a team player in an environment that envelopes change, stress and successes.
Note: this is not an all-inclusive list of responsibilities.

Competencies:

  • Apply Work Standards
  • Manage Work
  • Build Customer Satisfaction
  • Solve Problems
  • Adapt and Change
  • Collaborate
Requirements:

  • High School Diploma/GED required. Associate degree or higher education preferred.
  • Experience: Minimum 2-3 years customer service environment.
  • Experience: Minimum 2 years administrative windows-based environment.
  • Experience: Knowledge of spreadsheet software required.
  • Experience: Professional use of email technology combined with a suite of office software (Microsoft M365, Google Suite, etc).
  • Maintain a virtual presence throughout each work day.
  • Travel <5% as needed for scheduled meetings at Regional Distribution Center 7310 W. Roosevelt Street Suite 44, Phoenix, AZ unless otherwise indicated.

Anticipated Training Start Date: July 18, 2022
Training will be 12 – 15 weeks 8:00am – 5:00pm MST

Position hours after training 9:00am – 6:00pm MST
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 that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.

To apply for this job please visit www.indeed.com.

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