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Service Request Coordinator in El Paso, TX at Empire Today

Date Posted: 6/7/2019

Job Snapshot

Job Description

About EMPIRE TODAY®

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.

Empire was founded in 1959 and provides service to more than 70 metropolitan areas in the United States. With more than three million satisfied customers, Empire Today is dedicated to its mission of Making Beautiful New Floors Easy.

Business Area

The main role of the Service Request Coordinator is to expedite sales orders for all flooring orders.  The Service Request Coordinator reports to the Order Management Site Manager and has responsibility to provide direction in the order flow from a pending order clarification perspective.  This position supports both Empire and Luna markets.  The Service Request Coordinator role is a tri-skilled position responsible for Order Entry, Product Estimator, and Service Request Coordinator functions.

Responsibilities

  • Acts as a liaison between Markets/Sales Reps and Product Estimators to clarify discrepancies with the sales order, i.e. dimensions of room size
  • Acts as a liaison between Markets/Sales Reps and Order Entry Associates to clarify discrepancies with the sales order, i.e. color, installation date, monetary issues, etc.   
  • First point of contact for the Markets when a discrepancy is identified on the order
  • Completes service requests from internal Customer Service Associates and from the Markets
  • Assists with leveraging orders with primary financing
  • Contacts and communicates via phone and email with the Sales Representatives and Markets regarding orders placed on hold
  • Regularly follows up on hold orders pending resolution
  • Report system issues to helpdesk, including immediate contact to Helpdesk Manager and Management
  • Ability to utilize and support internal processes for market shared contacts, scripts, emails sent to Market and responses to resolve issue or question
  • Responsible for submitting product configuration requests when product information is not available in POS
  • Responsible for ensuring all Failed Faxes are printed and received for processing
  • Audit sales orders ensuring accuracy; inform supervisor of any performance gaps

Qualifications

The successful candidate will possess:

  • Knowledge: This position requires a high school diploma and entry level computer skills. Knowledge of carpet and flooring products a plus.  
  • Work Environment: This position is located in an office/cubicle setting and the noise level in the work environment is low to moderate.  
  • Ability:  A majority of this position consists of problem solving and correcting orders (approximately 80%).  This position requires a moderate degree of talking on the phone and emailing. 
  • Skills:  Excellent written and oral communication. Working knowledge of Microsoft Outlook required. This position requires a high degree of organization.

Benefits

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’ world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.

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