MGBW Customer Experience Associate

Job Description – Customer Experience Associate

About Mitchell Gold Bob Williams:

Mitchell Gold Bob Williams is a fast-growing, industry-leading brand that is known for classic modern furnishings with great comfort & style, as well as a commitment to equality, environmental responsibility, and education. Since our start in 1989, we've created a culture of respect, equality, and a commitment to helping employees reach their potential and lead more comfortable lives.

Customer Experience Associate

Location: Taylorsville, NC

Position Type: Customer Service

Overview: 

The Customer Care Associate position is a customer-focused role that is responsible for completing tasks associated with improving the customer’s experience. Candidates must have a positive attitude with a focus on providing outstanding service in customer-oriented contact center environment. In order to do so, this position requires attention to detail and excellent customer service skills.
 

Responsibilities:

• Provide an exceptional customer experience by engaging directly with our customers via phones and email to answer their questions. 
• Process orders with exceptional service.
• Resolve inquiries, concerns, and questions by researching customer issues thoroughly and communicate options for resolution

• Collaborate cross-functionally in a team-based environment to resolve a variety of customer issues.
• Provide internal & external customers with accurate and complete information

• Resolve customer issues by identifying the root cause
• Handle highly escalated situations with professionalism, empathy & positivity
• Utilize multiple applications and programs to solve problems and document actions taken
• Clearly communicate problem resolution steps to reassure customer
• Follow up in a timely manner with customers and internal partners on the next steps
   

Qualifications:

Candidates should thrive and find success within a fast-paced environment. 

• 2 years of customer service experience required. Furniture industry experience is considered a plus
• Proficiency with Microsoft Office Suite including Excel, Outlook and Word is required
• Experience with Dynamics AX, STORIS and/or ticketing systems is a plus
• Flexible, adaptive to change and capable of working effectively in a fast-paced environment where quick reaction time and problem solving is critical to success
• Excellent organizational skills with the ability to multi-task
• Strong interpersonal and communications skills; excellent written and verbal expression
• Customer-centric mindset; strongly motivated to always deliver the best possible customer experience
• Professional appearance and a strong work ethic