Customer Service Representative - (Ft)

• Demonstrates the ability to perform all entry and intermediate-level tasks.
• Facilitates communications between various Customer Service Operations work groups.
• Applies solid knowledge of business concepts, procedures, and practices, a complete understanding of fundamentals in a functional area, and working knowledge of other related disciplines.
• Performs complex assignments usually without established procedures. Assignments require considerable judgment, initiative, creativity and leadership in troubleshooting, suggesting alternatives, and making recommendations for continuous quality improvement.
• Plans and organizes non-routine tasks w/approval. Establishes priorities of work assignments.
• Solves a wide range of complex problems requiring advanced interpretation of generally defined procedures and practices. Selects methods and practices to obtain imaginative, thorough, and practical solutions to questions.
• Understands the organizational structure and key roles of teams. Maintains general knowledge of products/services associated with the area and employees involved with specific product lines and services.
• Limited supervision. Receives no appreciable instruction on routine work and general instruction on new lines of work or special assignments.
• Serves as backup to at least two specialized functions in the team.
• Ability to train other CSRs.
• Participates in special projects and performs additional duties as required.
• Must be available to work rotating shifts.

• High School Diploma or GED equivalency required.
• 2 or more years of call center or Customer Service experience.
• Customer account management experience preferred.
• Flooring industry experience preferred.

• Excellent oral and written communication skills.
• Demonstrated ability to interact effectively with individuals at all levels in the organization required.
• Good voice quality that is conversational and professional.
• Must have the ability to interpret and follow oral and written instructions, policies, guidelines, and processing standards.
• Ability to demonstrate strong organizational and problem-solving skills is required.
• Strong interpersonal relationship-building skills.
• Moderate level of computer skills – Word, Excel, and database experience is a plus.
• Detail-oriented with the ability to multi-task, manage priorities and time effectively.
• Ability to work in a fast-paced environment.

Dal-Tile is the largest manufacturer and marketer of ceramic, porcelain, glass and metal tile as well as natural stone, large format slab and countertop products used in residential and commercial spaces across North America.Under its three powerhouse brands — Daltile, Marazzi and American Olean — Dal-Tile leads the industry in both design and product innovation, and is committed to incorporating environmentally-friendly materials, processes, and products throughout its organization.Dal-Tile has more than 9,500 employees in North America and sells its products through a network of more than 300 company-owned sales service centers, stone slabyards and design studios that service a robust network of trade customers. Dal-Tile products are also sold through independent flooring retailers, independent distributors and leading home center retailers nationwide.Founded in 1947 and headquartered in Dallas, Dal-Tile is a division of Mohawk Industries, the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world.For more information on Dal-Tile and Mohawk Industries, please visit mohawkind.com. For product information, visit daltile.com, marazziusa.com, and americanolean.com.