Commercial Support Representative

Job Title

Position Overview

The Commercial Support Representative will act as a liaison, provide product and services support, and strategically and proactively resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The Support Representative will be confident at troubleshooting and independently investigating issues when they may not have enough initial information to answer customer questions or resolve complaints. Manage competing high demand commercial projects for customers with critical timelines and a dedicated hands-on salesforce targeting excellent service standards, responsiveness and maintaining a high-level customer experience.

Responsibilities:

• Connect with customers by listening to their needs and adapting those needs to a course of action that builds trust and satisfaction between Support Representative, customer, and Shaw.
• Maintain a high level of workflow and keen multitasking skills to persevere through all channels necessary to retain customer satisfaction during projects.
• Engage and leverage business partners such as inventory management, manufacturing, distribution, and sales to strategically make decisions that is in the best interest of the company and customer.
• Foster a service mentality of above and beyond customer requirements.
• Accountable for all aspects of the day-to-day business needs of assigned accounts for multiple product types and categories.
• Yield positive results in an ever-changing environment by incorporating critical thinking in day-to-day tasks and problem-solving methods to reach customer satisfaction.
• Collaborate with team members to ensure service remains seamless during short- and long-term absences.
• Preserve team cohesion by uniting as one and acting as a team player in an environment that envelopes change, stress and success.
• IT savvy that can set up equipment in their home and problem solve their own technical issues as needed. In addition, this person would have the experience needed to navigate efficiently through multiple applications using multiple monitors and resources.
• Achieve and/or exceed departmental performance requirements.

Requirements:  

• High School Diploma/GED
• Two years of experience in a service environment.
• Working understanding of multiple computer systems and sites proficiently.
• Has a solution-focused mindset using critical thinking skills to enhance the customer and associate experience.
• Ability to communicate, both verbally and written, with people at all levels of the corporation, in a clear and concise manner.
• Maintain a professional virtual presence throughout each workday.
• Ability to work overtime or weekends as required by business needs.

Preferences:  

• Knowledge of Shaw Online Live Order Entry and Order Modification, Glink and Salesforce.com
• Call Center, flooring, logistics, and/or supply chain experience
• Previous experience working in a remote work environment is a plus.
• Project management experience preferred, with the ability to coordinate multiple priorities and manage timelines.
• Account management experience preferred.

Competencies:  

• Communicate Effectively
• Solve Problems
• Build Customer Satisfaction
• Manage Work

Remote Work Requirements: 

For associates working remotely, the following are required: 

• Reliable Internet Connection: Must have a high-speed, wired internet connection (minimum 10mbps download / 3mbps upload) with no data limitations or restrictions. 

• Workspace Setup: A defined, ergonomic workspace is essential, free from distractions, to ensure a professional and effective work environment. 

• Availability: Remote employees must be available to work during inclement weather, emergencies, and be open to mandatory overtime or schedule adjustments as needed. 

Location: Remote

Hourly Grade: P17 

Shift Hours: 11:00am-8:00pm EST

Work Shift