Job Description

Customer Service Specialist

Our Mission and Purpose

West Shore Home is growing at an explosive rate. To do so, we must operate at an above average pace to meet our mission of Bringing Happiness to Every Home. We are goal oriented and take extreme ownership of our work. Our vision is to become America’s Most Admired Home Remodeling Brand®. West Shore Home operates at its best when every employee works to achieve their individual potential. To facilitate this, West Shore Home provides the structure and support to challenge you as you grow professionally, provides fair compensation as you progress in your career, and offers tools to achieve personal satisfaction.

Organizational Position

The Customer Service Specialist reports to the General Manager and works closely with the Regional Operations department.

Job Summary

The Customer Service Specialist will support all Customer Service-related functions in the assigned branch. This position will be accountable for providing a 5-star experience to customers regarding post-installation services by using best judgement calls and knowledge of all products to diagnose and schedule service visits.

Essential Functions AND KEY ROLE ACCOUNTABILITIES

• Accountable for providing 5-star customer service to West Shore Home’s customers regarding post-installation services.
• Responds to customer requests (that arrive via phone, email, text, website, or through other Company employees) for support due to issues relating to post-installation services.
• Reaches out to customers whose installation appointments have resulted as Service Required to verify scope of service needed and arrange for service appointment.
• Attend and facilitate the mandatory morning Customer Service huddle by following the Customer Service Representative morning huddle agenda.
• Provides data and feedback to the General Manager, Customer Service Manager, In-Home Sales Manager, and Installation Managers on all service-related issues.
• Customer escalations/emergencies should be brought to the attention of the General Manager, and Customer Service Manager immediately.
• Reply to All Emergency Service Notification emails stating action taken.
• All phone calls and texts must be conducted through Five9 on a recorded line.
• Redirect customers to appropriate department when customer is making inquiries outside of post-installation services.
• Uses own judgment and knowledge of products to resolve issues through questioning and trouble-shooting techniques over the phone, email, and text.
• If issues cannot be resolved over the phone, email, or text, will be accountable for creating a case in Salesforce, ordering necessary parts, and scheduling service visits by Service Technician, Plumber, Installation Manager, and/or General Manager as the case requires.
• Will communicate to necessary parties and update service appointment notes regarding photos and documentation required to obtain manufacturer warranty reimbursement.
• If the installation team must manage a service, follow the necessary procedure to send the case to the Revenue Efficiency department. Customer contact must be made and the case description should be updated to the most recent information before completing this action.
• Interacts with manufacturers to trouble-shoot and resolve issues.
• Keeps customer apprised of any service-related schedule changes.
• Responsible for requesting quotes for post-installation parts and providing information to customers within 24 hours of receiving quoted price.
• Responsible for informing customers of trip charges due to expired warranty and updating Case Revenue Information section as needed.
• Actions in Mission Control must be completed by due time.
• Cases in Review Required must have a phone call and action completed within 24 business hours.
• Division service chatters must be responded to in writing within 24 business hours.
• Case Comments must be documented with every interaction.
• Should be available on Microsoft Teams for communication from Customer Service Manager throughout the day.
• Attend coaching/training sessions as determined necessary by Customer Service Manager.
• Keeps General Manager and Customer Service Manager apprised of escalated customers as needed.
• Call out to customers receiving NPS surveys after service completion to ensure their satisfaction and encourage them to take the survey.
• Additional responsibilities may be assigned by the General Manager and/or the Senior Director of Customer Service.
• Ability to maintain regular, punctual in person attendance consistent with the ADAAA, FMLA and other federal, state, and local standards.

What Success Looks Like

A successful Customer Service Specialist will support all Customer Service functions within the assigned branch. They will work collaboratively with the Customer Service Manager and General Manager to consistently improve the customer experience. They will be a subject matter expert for all West Shore Home products. They will be able to track and manage escalated customer issues and provide feedback to leadership. The Customer Service Specialist will be able to identify areas of opportunity to improve Customer Service functions and make recommendations on how to execute.

Work Environment and mentAL OR Physical Requirements

• The standard workweek for this position is Monday – Friday, in office.
• Must be able to sit and use office equipment (computer, mouse, phone, etc.) for extended periods of time.
• Requires working indoors in environmentally controlled conditions with standard level of noise common to an office environment including office equipment and co-workers speaking to each other and on phones.
• Must be able to wear headset for extended periods of time.
• Regularly required to: think analytically and be exact or highly accurate; identify complex problems, develop options and implement solutions; work in a team; pay attention to and remember details; communicate effectively including active listening to understand points being made and asking appropriate questions; speak to convey information effectively; write to communicate effectively as appropriate for the needs of the audience; and read to understand work related documents.
• While performing the duties of this job, the employee is regularly required to: sit for prolonged periods; perform repetitive motion of hands/wrists/fingers; and concentrate.

Minimum Role Requirements

• High School Diploma or equivalent required.
• Experience with Salesforce preferred.
• Ability to multitask.
• Strong with Microsoft Suite.
• Strong written and verbal communication skills.
• Must have a valid smart phone or smart device to log in to Company required systems using two-factor authentication.

REASONABLE ACCOMMODATION FOR DISABILITY

Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to inform the Talent Acquisition or Human Resources department to begin the interactive process.

It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.

#CorpRD #LI-RD-1

It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.