Payrate: $30.00 - $31.00/hr. Responsibilities: Support Retail, Builder, and Distribution channel service orders and exchanges by serving as coordinators among stakeholders to improve Customer Satisfaction KPIs Serve as primary service escalation point of contact for customers within assigned sales channels/territories Engage in case management by liaising with internal departments including Sales, Service, Parts, Exchange & Refund, Product Liability, and Tech/Product Support to ensure escalated cases are handled expeditiously Make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines Recommend policy and process improvements based on findings from cases handled Data steward of departmental policy & procedure content, KPIs, and data Oversee content management on department SharePoint site Responsible for production of department KPIs and ad-hoc analysis requests Support implementation and improvement of new and existing department policies, processes, and procedures Assist department’s customer engagement channels and digital self-service tools Support development of call center training materials, QA guidelines, KPIs, workforce planning, and performance feedback loops. Support in production and distribution of internal and external newsletters Support in implementation of user management and user experience systems; including CRM tools and customer service portals Candidate Requirements: College degree (Bachelor’s) required Expertise in Field Service, Customer Service, or experience in Home Appliance / Consumer Electronics industry 4 years of professional experience required Ability to identify gaps in procedures/policy and create improvement plans to address Ability to drive change in cross-functional and demanding environment Strong Microsoft Excel (pivot table & formula), Word, PowerPoint, ERP, CRM, and data visualization skills required Excellent written and verbal communication skills Education and Years of Experience: Bachelor’s degree 4 years of experience Skills: Analytics Communication Project Management Pay Transparency: The typical base pay for this role across the U.S. is: $30.00 - $31.00 /hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, denmatch, lifeion benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. Consent to Communication and Use of AI Technology: By submitting your application for this position and providing your email address(es) and/or phone number(s), you consent to receive text (SMS), email, and/or voice communication whether automated (including auto telephone dialing systems or automatic text messaging systems), pre-recorded, AI-assisted, or individually initiated from Aditi Consulting, our agents, representatives, or affiliates at the phone number and/or email address you have provided. These communications may include information about potential opportunities and information. Message and data rates may apply. Message frequency may vary. You represent and warrant that the email address(es) and/or telephone number(s) you provided to us belong to you and that you are permitted to receive calls, text (SMS) messages, and/or emails at these contacts. You also acknowledge and agree to Aditi Consulting LLC’s use of AI technology during the sourcing process, including calls from an AI Voice Recruiter. AI is used solely to gather data and does not replace human-based decision-making in employment decisions.
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