Customer Care Specialist

About Us:

Service Pros Installation Group is a family-owned business, headquartered in Charlotte, NC; committed to utilizing our resources to positively impact those we serve, putting the needs of our coworkers and customers ahead of our own. Service Pros Installation Group works as an exclusive flooring installation provider for Lowe’s Home Improvement. We have workrooms across the Southeast, Northeast, and Midwest.

Our Mission

We provide exceptional customer experiences through our passion for serving others.

Our Vision

We strive to improve the lives of our employees, customers, and contractors in the communities we serve every day.

Our Values

Stewardship

People

Integrity

Growth

Summary

The Customer Care Specialist reports to the Customer Care Supervisor and is responsible for performing customer service duties via phone, email, and chat.

FLSA Status: Hourly, Non-exempt

Essential Duties and Responsibilities:

1. Handle customer inquiries and complaints with utmost professionalism. Obtains details and escalates issues to Customer Care Supervisor is unable to resolve the issue.

2. Answer, document, and resolve incoming and outgoing calls from the SPIG Customer Service Line.

3. Input all data into SPOT to update records.

4. Contact customer to review warranty information and conduct customer satisfaction surveys after installation.

5. Other duties as assigned by the Customer Care Supervisor.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Education and/or Experience – High school diploma or general education degree (GED); and one to two years of related experience and/or training; or an equivalent combination of education and experience. Experience must involve customer service management.
• Language Skills – Ability to read and comprehend simple instructions, correspondence, and memos. Ability to write letters and prepare other documents as needed. Proofreads work.
• Mathematical Skills – Ability to add, subtract, multiply, and divide into all units of measure for basic algebraic and geometric calculations
• Reasoning Ability – Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Computer Skills – Knowledge of computer workstations and peripheral equipment; knowledge of database, spreadsheet, email, and word processing software.
• Communication Skills –- Be able to effectively communicate orally and in writing in English.
• Vision – Ability to view documents, on multiple screens, and read handwritten documents.