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Customer Care Specialist

Company: American Bath Group
Location: Centralia
Posted on: November 26, 2022

Job Description:

Job description

American Bath Group

Job title: Customer Account Specialist

Department: Customer Care

Work Location: Centralia, IL

Reports to: Customer Care Supervisor

A better experience means always moving forward

We are inspired by our customers. They are constantly in motion, and never stop looking ahead. Their style is constantly evolving, helping refine the trends of tomorrow. That is why we believe to best serve our customers; we must always be moving forward - never complacent - finding new ways to enhance their success and enjoyment.

Our culture is fueled by passionate employees committed to quickly and completely addressing our customer needs, so that every point of interaction reinforces a great experience. We are driven to continuously push the bounds, creating the best possible bathware experience.


As a Customer Account Specialist at Swan, you will play a vital role in our organization. Through your exchanges with customers, sales representatives, and internal departments you will pull together the necessary resources to solve customer problems. Your primary goal will be to tackle an array of customer care issues in accordance with company standards, while providing a positive customer experience.

Your success will promote a strong relationship with our overall customer base, while driving forward the bottom line. Our diverse team is eager to share their extensive industry knowledge, and work in unity to provide customer service excellence.

You will work as part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that customer inquiries and concerns are resolved at the first point of contact.


- Enter orders in our mainframe system

- Assess and resolve inquiries, requests and concerns, primarily on the telephone, but also by other electronic access channels

- Ensure that customer inquiries are resolved at first point of contact, unless specialist knowledge or further investigation is required

- Exercise sound judgment and make decisions using established processes and procedures

- Log, process and track progress of inquiries adhering to outlined Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction

- Encourage feedback on services provided and recognize the changing needs of our customers Make recommendations to the team supervisor for service improvements

- Participate in the induction and training of new Customer Account Specialist to ensure maintenance of up to date knowledge

- Interact with various departments to assure positive customer experiences

- To undertake general administrative duties to ensure the smooth flow of work within the Customer Care Center


- High School Diploma

- 3 - 5 years' experience in related position

- Ability to multitask

- Excellent verbal and written communication skills

- Self-starter, demonstrates initiative and commitment to world class service

- Empathetic to others' views and needs

- Effectively deliver on goals and deadlines for department

- Creative thinking and problem-solving skills

- Excellent organizational skills

- Proficient in MS Excel, Word, and Outlook

ABG reserves the right to add, change, revise, or eliminate any of the duties described above at any time and at our sole discretion.

Job Type: Full-time

Pay: From $14.00 per hour

* 401(k)
* 401(k) matching
* Dental insurance
* Disability insurance
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
* Monday to Friday

Ability to commute/relocate:
* Centralia, IL 62801: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location%58047475%

Keywords: American Bath Group, Decatur , Customer Care Specialist, Other , Centralia, Illinois

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