Resolution Specialist in Northlake, IL at Empire Today

Date Posted: 2/9/2020

Opportunity Snapshot

Opportunity Description


Empire Today has been a leading provider of installed home improvements for 60 years. Empire offers the largest in-stock selection of flooring in the United States. Convenience, quality, and selection make Empire stand out.  With Empire Today, homeowners and business customers can get quality Carpet, Hardwood, Laminate, Tile, Vinyl Flooring, and Window Treatments from top brands they know and trust. And because Empire warehouses thousands of products, customers can get the right product, professionally installed when they need it, as soon as the next day.

Business Area:

The Resolution Specialist works directly with customers and the markets to address customer concerns, evaluate various resolutions, and ensure customers receive satisfactory resolution.  This individual reports to the Resolution Team Manager.



  • Address customer complaints filed with the Better Business Bureau in order to resolve the issue with the customer, the market, and the BBB.  Insure all responses to the BBB are communicated in a timely and professional manner
  • Receive and respond to escalated customer calls within 24 hours
  • Action and resolve customer concerns assigned to the Resolution Team within the designated response time
  • Consult with the markets to gather more information about the customer complaints and follow up as necessary
  • Make resolution recommendations based on analysis of facts gathered from customer, market, and other internal contacts
  • Communicate proposed resolution with customer and follow up to insure recommended course of action has been followed
  • Action customer complaint letters, emails, and online complaints 
  • Work closely with Centralized Customer Service Manger (CCSM) and/or Customer Service Manager (CSM) to assist in resolving customer issues
  • Track complaints in the Customer Service Database (CSDB).
  • Perform other functions as necessary or as assigned


The successful candidate will possess:

  • High School Diploma/GED.Associate’s or Bachelor’s degree strongly preferred.
  • 3-4 years customer service experience;  Excellent customer service skills.  Customer relations experience helpful.  Knowledge of Empire Today’s products, services, and organizational structure helpful.
  • High proficiency in MS Excel, MS Word, Outlook, EMS, Siebel.
  • Excellent problem-solving skills.  Ability to make decisions and effectively resolve customer issues.  Ability to effectively communicate with various levels of management and demonstrate a professional demeanor at all times.  Detail-oriented.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.  Ability to be flexible in a rapidly changing environment.  Ability to multi-task and delegate.  Analytical ability. The ability to be extremely patient in stressful situations.
  • This position is located in a cubicle/call center setting.  The noise level is moderate to high.


Employees are eligible for numerous benefits including:

  • Quick enrollment into our benefit plans.  Eligibility is first of the month following just two weeks of employment.
  • A premium 401K Investment Plan, with the company matching your amount invested dollar for dollar up to 4% with no vesting.  Find another Company that can beat that!
  • Medical Insurance with several plan options and a Health Savings Account to meet you and your family’s health needs.
  • Prescription Drug Coverage
  • Dental Insurance – Twice a year visits at no cost.
  • Vision Insurance with materials coverage
  • Flexible Spending Accounts for Medical & Dependent Care
  • Wellness Program – A best in class program offering substantial awards payable right on your paycheck
  • Basic Life Insurance and AD&D
  • Short Term Disability Coverage
  • Long Term Disability Coverage
  • Employee Assistance Program
  • Paid Holidays including Floating Holidays
  • Paid Time Off (PTO) that grows with years of service
  • Empire Perks – An employee discount purchasing program offering you great savings on the things you want.

The company conducts a background check and drug screen for all new hires. 

Empire Today is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills.

By Submitting your resume and application information, you authorize Empire Today to transmit and store your information in the Empire Today group companies’ worldwide recruitment database, and to circulate that information as necessary for evaluating your qualifications for this or other job vacancies.