Customer Success Associate

HNI Corporation is a global family of brands for the workplace and home dedicated to enhancing the spaces where we live, work, and gather. We pride ourselves on fostering an environment where we make a positive impact on others; upholding our beliefs in integrity, inclusion and belonging.

WHAT WE NEED:

We are looking for a Customer Success Associate to join our Design Public Group team.
As a Customer Success Associate, you will handle customer care for various channels, including retail websites, Trade customers, “Work From Home” program participants, and contract business claims. Your responsibilities include resolving technical and non-technical issues, answering inquiries on order status, claims, pricing, and more.

• Correspond with customers during business hours, via email, phone, and online chat to assist with any issues.
• Utilize communication strategies to partner with customers and understand the root cause of issues and investigate options for resolution of claims.
• Drive consistent high-quality work while being efficient and effective in developing strategies to organize and prioritize workload, track on-going customer requests, and complete timely professional follow-up via phone or email.
• Build relationships with both internal and external customers by exercising sound independent judgement, helping to develop the Customer Experience brand and advocate to resolve customer concerns.
• Authorizes and processes Retail returns and cancellations.
• Resolve all Retail, Trade, and Contract Claims.
• Embrace continuous learning with the capacity to accept continuous change.
• Utilize resources effectively across the organization to drive intended results.