Address
SalaryPosition Summary:
HMTX is an industry-leading creator and distributor of high quality, LVT fashion-forward flooring, and home décor products. We design, develop, and manage user-centered experiences that share our passion for design, beauty, and trend. The largest of the HMTX divisions facing the consumer every day, Halstead is a leading supplier of luxury vinyl tile, vinyl plank flooring and special order LVT to the home center market in the US and Canada.
We are currently seeking a Customer Experience Representative to work in our claims and returns team, who will be responsible for providing accurate and professional service to internal and external customers through answering incoming calls, chats, emails, and messages. This is a customer-facing role who will be responsible for providing support throughout the entire warranty claim life cycle. The position requires strong communication, problem-solving, and interpersonal skills. As Customer Experience Representative, the ability to multi-task while maintaining attention to detail and accuracy are important.
Responsibilities:
HMTX is an industry-leading creator and distributor of high quality, LVT fashion-forward flooring, and home décor products. We design, develop, and manage user-centered experiences that share our passion for design, beauty, and trend. The largest of the HMTX divisions facing the consumer every day, Halstead is a leading supplier of luxury vinyl tile, vinyl plank flooring and special order LVT to the home center market in the US and Canada.
We are currently seeking a Customer Experience Representative to work in our claims and returns team, who will be responsible for providing accurate and professional service to internal and external customers through answering incoming calls, chats, emails, and messages. This is a customer-facing role who will be responsible for providing support throughout the entire warranty claim life cycle. The position requires strong communication, problem-solving, and interpersonal skills. As Customer Experience Representative, the ability to multi-task while maintaining attention to detail and accuracy are important.
Responsibilities:
- Provide professional, courteous, and timely responses to customer requests.
- Receive and input warranty claims into database.
- Evaluate claims to determine validity and next steps.
- Gather and record necessary claim documentation and in database.
- Answer incoming customer calls regarding installation, product specs, warranty, and other related questions.
- Maintain shared CE inboxes (email) with other team members.
- Efficiently schedule third-party inspections when needed.
- Communicate with technical team regarding product being returned for testing. Review reports from technical team regarding those findings.
- Maintain open communication channels with internal and external stakeholders to resolve customer needs.
- Request credit memo from accounting team.
- Communicate resolution to customer and internal stakeholders when necessary.
Knowledge & Experience:
- Experience with Warranty/Manufacturing Claims.
- Proficient in Microsoft Word, Excel, and Outlook.
- Excellent Verbal and Written Communication Skills.
- Identifies and resolves problems in a timely manner. Exhibits sound and accurate judgement; supports and explains reasoning for decisions.
- Demonstrates accuracy and thoroughness to ensure work quality performance meets standards.
- Strong interpersonal skills: Team player, listening skills, negotiating, problem-solving, patient, empathetic, non-verbal communication, and decision-making.
- Must be a self-motivated and independent-thinking individual.
Education/Certification(s):
- Requires a High School Diploma or equivalent and previous experience or any combination of education and experience which would provide an equivalent background.
Working Conditions:
- Work schedule is generally Monday – Friday, 8:00 am – 5:00 pm EST; there are occasional meetings or conference calls or work input outside of office hours due to the nature of Customer Experience.
- Some physical activity is required for this job (walking, sitting/standing at a desk).
