We are now hiring Req #5977 Order Support Specialist - Richmond, Virginia (VA) Hourly FT Wednesday, October 17, 2018 -Lumber LiquidatorsA GREAT place to work! With more than 400 locations, Lumber Liquidators is North Americas largest specialty retailer of hardwood flooring. Our associates drive our success through a commitment to providing customers with the highest quality product at the lowest prices. Lumber Liquidators offers excellent career growth opportunities. We offer competitive pay rates and an outstanding benefits package which includes a low premium medical plan, paid holidays and paid time off, a 401(k) plan with an employer match that is immediately vested, and a casual work environment. Job Summary:This position is responsible for managing incoming store tickets (SAP) sent by the Help desk. The representative is responsible for researching, documenting and resolving ticket issues within 24 hours or less. Associates will be responsible for Internet Orders, Direct Ships, CMS assigned tickets, in addition to proactive communication with customers via telephone, e-mail, or regular mail; as well as efficiently managing database records via the Complaint Management system (CMS) is required Job Title:Order Support Specialist Department:CustomerCare Reports To:Supervisor, Customer Care Job Status:Non-exempt (Hourly) Number of People Supervised:None Schedule:This role is assigned shifts within our regular Hours of Operation with rotating Saturdays -Hours of Operation: Monday - Saturday, 8am - 7pm Primary Functions: -Follows Company established guidelines and procedures for reviewing, researching and resolving SAP store tickets, notifying the store when resolved. -Provide excellent customer service and return all calls within, or before specified time frame; projecting a professional company image at all times. -Communicates and coordinates with internal departments, including store managers/regional managers when necessary for ticket / customer related issues. -Acts as liaison between store management and customer for more in depth customer service issues, i.e., quality, complaints or compensation. -Obtain and evaluate all relevant information to handle inquiries and complaints. -Enters and documents ticket submissions, while properly escalating concerns that may require management intervention. -Research / process internet orders and provides proactive communication to customers about order delivery, or product availability concerns as needed. -Prepares and processes Direct Ship requests serving the needs of our customers. -Respond to customer complaints using standard business writing protocol as well as standard verbal skills. -Records details of actions taken regarding complaint resolution, notifications, and all other aspects of the complaint. -Keeps knowledge current in regard to entire product line and possible applications. -Educate customers on the subject of wood flooring terminology, features and benefits of products in order to improve customers product knowledge as well as installation requirements and ensuring customer satisfaction; these abilities are essential. -Accommodates customers in regard to past due deliveries, emergency shipments and overnight/next day delivery.Follows company procedure to ensure prompt delivery in a cost effective manner. -Accesses the queue answering customer calls as business needs dictate. -All other duties as assigned by members of the departments management team. Secondary (Non-Essential) Functions: -Special projects as assigned. -Will assist in all other Call Center Operations. -May perform job duties of Customer Care Representative I as business needs dictate. Knowledge, Skills & Abilities -Experience with Database Management, SAP, Ticketing System, MS Office (Excel, Word, and Outlook), Complaint Management Systems, and Internet savvy. -Experience with SAP Database system and Live Person programs a plus. -Ability to read, write and speak clearly in English. -Ability to present information to customers, clients, and other members of the organization. -Bilingual skills are a plus. -Ability to add, subtract, 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. -Ability to multi-task and effectively handle a fast paced environment while being detail oriented. -Ability to apply common sense and the understanding to carry out instructions furnished in written, oral or diagram form. -Ability to deal with problems involving several concrete variables in standardized situations. -Develops cohesive solutions that resolve customer concerns Education & Experience -High school diploma or GED required; some college or formal technical school education preferred -1 to 3 years of previous experience in similar industry -Equivalent combination of education and experience Work Environment: Position works in a typical call center/office environment with moderate noise levels. Customer Care Hourly Lumber Liquidators Richmond Office, Richmond, Virginia, United States of America