Customer Care Resolution Associate

Position Overview

As a Customer Care Resolution Associate, you will ensure both internal and external customers receive the superior experience that our company is committed to delivering by anticipating their needs and exceeding their expectations. You will leverage your superior product and process knowledge to resolve incoming inquiries and requests quickly and efficiently. A successful Resolution Associate is able to skillfully operate within established parameters but has the confidence to think outside the box to present creative and effective solutions. Above all, they remain empathetic and focused on a successful outcome – regardless of how challenging the situation is that they are in.

What you'll do

• Provide high caliber support to our sales team of Design Consultants and Installers.
• Answer questions and resolve inquiries from our valued clients related to product, warranty, installation, parts & repairs.
• Provide valuable insight to improving overall client experience through constant feedback.
• Contribute to achieving key organizational success factors (call metrics and responsiveness on resolution of inquiries).
• Respond timely to client inquiries while keeping adherence to assigned schedule, phone time and resolution time.
• Delight the client by exceeding expectations with their window covering needs

Who you are

• Able to identify and execute resolution on a variety of customer service issues in a prompt manner
• Provide a superior client experience by projecting patience, empathy, caring, and sincerity in voice tone and words
• A self-starter who consistently meets established productivity, schedule, call monitoring and survey score standards
• 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 written and verbal communicator
• Detail-oriented, flexible, and able to multitask in a fast paced environment
• Focused on providing exceptional service to both internal and external customers
• Comfortable with computers, with an ability to navigate multiple systems at once
• High school diploma or equivalent work experience
• Ability to work full-time, five days a week with one of those days on Saturday (mandatory)
• Experience in a Customer Service based role
• Strong communication skills
• Proficient in Microsoft Office technology
• Experience in a call center environment is preferred

What's in it for you?

• Hourly rate range: $18.00 - $19.50
• In addition to competitive pay, you'll receive 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! In addition, we offer 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. By applying to this position you are acknowledging that it is a viable commute to the location listed in this opening.

Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate’s education, experience, skills and potential.

Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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