Job description

REMOTE OPPORTUNITY
The Warranty and Resolution Specialist is responsible for responding to customer complaints and questions in a timely and accurate manner with solutions that maintain positive relationships. This position will research, document and resolve customer issues through application of knowledge of Lumber Liquidators products, processes and installation services. This position will communicate with customers and internal partners via telephone, e-mail, or regular mail, create, and update customer database.

Job Duties and Responsibilities:

• Responds to customer complaints promptly, clearly and concisely using standard business writing protocol and verbal skills.
• Receives inbound calls, place outbound calls, and respond to messages, to resolve issues.
• Educates customers on features and benefits of products, including the LLIS Installation Warranty in order to improve customer’s product knowledge as well as installation requirements
• Records/updates status on all open case files and inquiries within a 24-hour notice.
• Records details of actions taken regarding complaint resolution, notifications, and all other aspects of the complaint.
• Researches SAP and CRM records and LL website (product line and installation technique) to obtain and evaluate all information needed to independently and accurately answer inquiries on service, product and pricing and provide basic technical assistance.
• Communicates with internal departments, including Store Managers, Regional Installed Sales Managers, and Regional Managers to resolve and update customer service issues and quality/ installation related complaints.
• With supervisor direction, determines and sets repair and remedy expectations according to standard procedure and product and warranty terms.
• Offers compensation, within Level of Authority (LOA) to resolve customer issues in a cost effective manner.
• Escalates concerns that require management intervention.
• Follows up with customers and installers until the complaint is resolved.
• Coordinates with the store for the movement of materials for repairs.
• Finalizes files and documents by recording settlement needs in preparation for the Warranty Admin and Order Support Group Specialist.

Additional Requirements:

• Ability to add, subtracts, multiply and divide in all units of measure (including square footage), using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent.
• Proactively assist others. Step in and help when and as needed
• Execute special projects and perform other duties as assigned.
• Ability to solve problems and apply creative and timely solutions.
• Attendance and reliability is extremely important in this position
• Customer Focus – Establish and maintain effective customer relationships. Seek to understand customer needs and deliver solutions that meet customer expectations.
• Accountability – Follow through on commitments. Take personal responsibility for decisions, actions, and failures.
• Collaboration – Cooperate with others to achieve shared objectives and get work done. Consider interests of others as well as one’s own.
• Instill Trust – Show consistency in word and action. Treat others with respect. Operate with honesty and integrity.
• Change Management – Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements, customer and scheduling needs.
• Detail Oriented – Attention to detail, ability to focus on the project or task at hand, adherence to Company policies and requirements while consistently delivering error free results.
• Leads by example in following the Company Code of Business Conduct (Ethics), all applicable tenants of the Lacey Act and all other applicable laws, policies and procedures. Immediately reports all concerns to the appropriate party.

Education:

• High school degree or GED required; some college or formal technical school education, preferred; or equivalent combination of education and experience.

Related Experience, Qualifications and/or Certifications:

• 1 to 3 years of previous experience in similar industry
• Bilingual skills are a plus.

Computer Skills / Special Equipment Knowledge:

• Experience with Database Management, MS Office (Excel, Word, and Outlook), and Complaint and Customer Relations Management Systems
• Internet savvy
• Experience with SAP Database system and Live Person programs a plus

Just Picture It! A career at LL Flooring! At LL Flooring, our vision is to become customers' first choice in hard surface flooring by providing the best experience from start to finish. Your contributions as a LL Flooring teammate will leave a lasting impression with our customer as they find FLOOR LOVE. With over 437 stores nationwide and two distribution centers, the career opportunities at LL Flooring are endless. If you're customer obsessed, seize the opportunity, and apply today!

At LL Flooring, we are committed to being a company that delivers an inclusive, diverse team and culture which understands, values, and adapts to the needs of our associates and customers. LL Flooring is an equal opportunity employer. LL Flooring does not discriminate on the basis of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law. If you need assistance or to request a reasonable accommodation due to a disability, related to the search for employment opportunities or to complete an application, please contact us at recruiting@llflooring.com LL Flooring adheres with the California Consumer Privacy Act Notice for California Consumers (CCPA Notice). To find out more click here, CCPA Supplemental Notice.

abouteureka.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, abouteureka.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, abouteureka.com is the ideal place to find your next job.