Opportunity
The Customer Care Representative contributes to a positive and inclusive work environment, with the primary responsibility for communication and problem resolution with our showroom teams to ensure customer satisfaction. This includes frequent contact with customers via email and phone and maintaining all appropriate documentation and account records.
Specific Responsibilities
Provide Support and Problem Resolution for Clients
and Showroom Teams.
Act as a point of contact for designated showroom(s), troubleshoot difficult customer issues and act as liaison on escalations.
Responsible for competently and efficiently handling a fluctuating volume of contacts and question types and responding to inquiries within defined service level threshold.
Document and track customer feedback and communicate back to Ann Sacks leadership to drive continuous improvement.
Possess an in-depth knowledge of Ann Sacks products, including technical aptitude. This includes leveraging our NTCA resources to verify installation process and warranty resolution.
Resolve warranty claims in partnership with showroom management while identifying the best “cost versus service” solutions. Utilize negotiation skills and compromise to reach customer resolution while maintaining warranty budget.
Provide backup support for Customer Care Representatives during time off, coverage gaps or as the business requires. Support Customer Care Representatives with creating BOLs, delivery reconsignments and responding to new customer web inquiries or chat. 
Establish and maintain successful relationships with internal departments allowing for timely and effective resolution of customer needs. Act as liaison between sister brands to provide proactive lead time information and resolve inter-company client issues.
Additional Duties
Coordinate or participate in special one-time projects
assigned by Supervisor. Such projects may include creation and documentation of
SOPs, analysis of data, and business process change testing and participation.