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.