Job Description
JOB SUMMARY Prepare quotes and invoices as part of the administrative process. Oversee issue resolution with customers and contractors. Excellent communications and data entry skills are essential. Responsible for receiving and resolving telephone and e-mail inquiries using professional customer service skills and advanced knowledge of ICC services. Coordinate delivery of billable quotes and validations over the phone and computer with a network of hundreds of flooring retailers, general contractors, and insurance adjusters. Maintain optimal efficiency and quality standards. KEY RESPONSIBILITIES Reviews estimates, reconciles data, updates quotes, reviews customer files for accuracy, scope, pricing, and timely delivery of service. Provides support and customer service through phone, portal, email, chat, and text messaging in a timely and accurate manner. Corresponds with Customer Experience, Operations, and Sales teams to help resolve customer complaints or billing issues. Strives to be the customers advocate. Works with internal departments to resolve inquiries while relaying a sense of urgency to ensure customers needs are exceeded. Escalates any concerns when applicable. Documents customer interactions and notifies management of any trends. Assists in Disaster Recovery implementation. Assists other departments as needed or directed. ROLE QUALIFICATIONS EDUCATION & EXPERIENCE REQUIRED Motivated, flexible, highly efficient, and a self-starter. Must possess strong keyboarding skills and general knowledge of computer applications; database experience preferred. Must be detail-oriented and can evaluate mathematical data and arrive at a decision. Ability to work independently and/or in a team environment and adjust to change quickly and efficiently. PREFERRED High school diploma or equivalent required; some college preferred. KEY COMPETENCIES Ability to effectively balance multiple tasks Strong interpersonal skills with ability to interact with a diverse range of individuals Effective problem solving and decision making WORKING CONDITIONS/EQUIPMENT USE Work is performed indoors in a typical office environment - not substantially exposed to adverse environmental conditions. Must be able to lift up to fifteen (15) pounds