Bedrosians Tile and Stone
  • 22-Nov-2017 to 01-Jan-2018 (PST)
  • Morrow, GA, USA
  • Hourly
  • Full Time

Medical, Dental, and Vision Benefits


Job Overview

The Customer Service Manager will respond to calls received through our centralized call center, and emails received through info@bedrosians.com as well as productwarranty@bedrosians.com and negative reviews received through Google, Facebook, Yelp, Houzz, etc. This position will offer customer service support and process orders for online sales channel including Bedrosians.com and 3rd party sales channels such as Wayfair.com, Amazon.com, Builddirect.com, Overstock.com, etc. This position responds directly to any customers experiencing issues with their products, whether uninstalled or installed. This position manages the product warranty process - claim is evaluated for its validity and each customer is provided with a formal written response. The Customer Service Manager will develop a team to handle the growing need of centralized support.

 

Duties

  • Develop and manage and train employees responding to the Customer Service centralized phone and email alias
  • Develop scripts and responses for FAQs and negative reviews
  • Provide day-to-day support for order processing for online sales channel
  • Respond to customer questions related to online ordering experience
  • Provide customers and sales staff with well-researched and industry-supported technical advice regarding installation, care and maintenance
  • Respond to all customer product warranty complaints concerning product received or installed
  • Maintain thorough and detailed spreadsheets of all product warranty claims received and monetary expenditures
  • Work with Purchasing and Product teams to valuate the validity of the warranty claim using technical expertise and installation knowledge
  • Work within the framework of the company's defined policies, procedures, goals and directives.
  • Any other duties required of this position

 

Minimum Qualifications

  • 8+ years experience in managing customer service teams
  • Ability to stay calm under pressure, negotiate, and mitigate issues through conflict reconciliation
  • Excellent written and verbal communication skills with the ability to ask clarifying questions and explain information accurately and concisely
  • Ability to train by simplifying complex issues into an understandable and organized format
  • Excellent Computer skills, including Excel
  • Very strong organizational skills and solid follow-through
  • Very detail-oriented and thorough, ensuring accuracy of information delivered to customers and employees
  • Professional demeanor and trustworthy individual with capacity to protect confidential information
  • Overall great attitude, great sense of humor, and strong work ethic

Work Schedule

  • Monday- Friday 8am-5pm
  • Alternating Saturdays 9am-1pm

 

 

Bedrosians is an Equal Opportunity Employer. This job posting does not constitute an offer of employment and is not an employment contract. To be considered for this position please submit your application through our Careers page: https://bedrosians.applicantpro.com/jobs/

 

Bedrosians Tile and Stone
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