What are the responsibilities and job description for the Customer Service Advocate position at Ideal Cabinetry?
About Ideal:
Ideal Cabinetry provides homeowners, kitchen dealers and remodeling professionals with high quality indoor and outdoor cabinetry solutions, ready to ship in 10 business days or less. We can handle any project no matter how big or small. At Ideal Cabinetry, we prioritize delivering high-quality products quickly while providing exceptional customer experiences.
About the Role:
The Customer Service Advocate is responsible for providing client support with a “people-first” mentality while working with our internal collaborators. Customer Satisfaction is our upmost priority and leads to greater customer retention, higher lifetime values, and a stronger brand reputation. The advocates work with customers who have complaints, orders, or require information about products/services purchased from our organization. We provide solutions that fit individualized situations and prioritize the customer needs during each step of the process.
Core Capabilities and Competencies:
- Analytical Thinking and Problem Solving: Proficient in critical thinking, problem-solving, decision-making, planning, time management, and organizational skills. Ability to identify operational issues and suggestion improvements.
- Effective Communication: Strong oral, written, and presentation skills, active listening, and providing balanced feedback.
- Customer Focus and Operational Excellence:Building a culture of quality, performance effectiveness, and operational excellence through best practices, collaboration, and partnership. Must be able to handle escalations and de-escalate while staying calm.
- Self-Management and Motivation: Efficiently managing time, conflicting priorities, stress, and professional development. Self-motivated and capable of working independently with limited supervision.
- Adaptability and Agility: Thrive in a fast-paced environment, effectively managing competing priorities, and meeting the demands of various stakeholders while maintaining high performance. Must be able to handle issues and concerns with empathy and sympathy.
Education: High School Diploma or Equivalent
Experience: Five (5 ) years of Customer Service phone experience. Intermediate knowledge of MS Office to include Outlook, Word, and Excel, with strong general computer skills. Cabinetry experience is also helpful.
Duties and Responsibilities:
- Maintain a “People-First” attitude.
- Responsible to maintain client communication and ensure client satisfaction.
- Not a call center environment, goal is to build relationships with customers supporting.
- Work with customers to resolve issues and problem solve at all times.
- High level of calls handled daily with additional communication via email or chat.
- Work with carriers to complete dock searches for missing product.
- Check inventory availability.
- Troubleshoot product issues and order parts as needed for customer.
- Creating a Safety Culture: Everyone plays a role in fostering a strong safety culture within the facility. This involves promoting/adhering to safety as a core value, openly communicating about safety concerns, and safety initiatives. By creating a culture where safety is a top priority, we encourage proactive safety behaviors and reduce the likelihood of accidents or incidents.
Schedule: Monday to Friday, Day Shift, On Site in Bartow, FL
What’s Great About Working at Ideal Cabinetry?
- Great company culture
- Fantastic team environment, with great working spaces
- Uncapped earning potential
- Excellent training program
- Generous PTO and benefits
- Supportive managers
- No cold-calling
- Creative environment
Benefits:
- Medical Insurance **Free**
- Dental Insurance
- LifeMart Discount Program
- Disability–Short Term **Free**
- Vision Insurance
- Product Discounts
- Disability–Long Term **Free**
- 2 Weeks Paid Time Off
- Employee Assistance Program
- Life Insurance **Free**
- 10 Paid Holidays
- AAA Plus Membership
Job Type: Full-time
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Shift:
- Day shift
Experience:
- Customer Service: 5 years (Required)
Work Location: In person
