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Customer Care Resolutions Specialist - EXCEL GURU

American Carpet South

Hudson, NH
ACS: We are seeking for a Customer Resolutions Specialist to join the SAY YES team at out Hudson, NH location! The primary role of Resolutions Associate is to provide professional customer service on resolving any open care tickets, such as: HD Care, Executive cares, ACS Cares, Sedgwick property claims, Better Business Bureau tickets, Social media claims, and court hearing claims with making the customer top priority and keeping ACS and HD in best interest. Time is of the essence. This position gathers and reports to the Resolutions Manager on the status of open tickets & trends and causes of care tickets. This position will be responsible for the data entry and reporting for the department. A strong background working in Excel is necessary. Provide Resolution for: our customers that may communicate through different channels Insurance Claims, ACS Cares, THD Corporate Escalations and BBB & Social Media**** Review issues, contact consumers as needed, notate the order and next action to take/date of follow -up or resolution. Ensure items are resolved in a “one stop” method. Confers with managerial and technical personnel, other departments, and service providers to resolve problems, coordinate activities, and ensure customer satisfaction. Follows standardized operating procedures for addressing BBB and/or social media commentary. Reporting Including “Root Cause” Gathers information utilizing surveys, care ticket information, and other sources on trends and causes of care tickets; delivers to the Resolutions Manager for dissemination. Correctly logs type of care ticket once received; updates Resolutions Manager on status of open tickets and escalates tickets that cannot be resolved satisfactorily at their level. Assists with developing training protocols to assist ACS associates identify potential escalations and how to resolve the complaint before it escalates. Hourly range of $17 up to $19 depending on experience. Monday-Friday, 8:30am-5pm , rotating Saturday's 8am-12pm or 9am-1pm About Us ACS, a flooring installation company headquartered in Passaic, N.J., started as a family business in 1992 and has grown to three offices and 28 warehouses located from Maine to Virginia with 140 team members. Our accomplishments and growth are a tribute to our four core values: Say Yes, Do What We Say, Own What We Do, and We Care. We recently received the 2020 and 2019 Service Provider of the Year award by The Home Depot. It is our ability to work as a team, focus on customer satisfaction and live our core values that makes our organization a leader in our industry. What We Offer Medical Insurance Dental Insurance Vision Insurance Life Insurance, Accidental Death and Dismemberment, Long Term Disability Voluntary Short-Term Disability 401K with Employer Match Flexible Spending Healthcare & Dependent Care Accounts Health Savings Account Commuter Accounts Employee Assistance Programs Paid Company Holidays Flexible Vacation and Sick time off policies Ongoing training Job Type: Full-time Pay: $17.00 - $19.00 per hour
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