Business Area

At Empire Today, our call center team is made up of various departments where every department is key to the success of our organization. Our team serves as a liaison to provide sales, service information and confirmation, schedule appointment installations, business retention, and resolve problems that our customers might face. We ensure every customer receives superior service and satisfaction by meeting their needs through great customer service.

Responsibilities

The Call Center Operations Specialist II is responsible for identifying operational improvement opportunities based on business priorities, goals and objectives. Responsibilities to enterprise call center operations include, but are not limited to, project support for department level initiatives; development and delivery of process and productivity improvements; evaluation of existing practices; contribution to new-hire and residual training requirements. The Call Center Operations Specialist II reports to the Call Center QA Operations Supervisor.

• Participation in, and project support of Call Center cross-functional business and process improvement initiatives
• Act as a liaison with Call Center functional areas in the research and resolution of process problems
• Serve as an advocate for process and technology changes occurring within and outside the Call Centers
• Ensure operational standardization, identify areas of opportunity and facilitate change across the Call Center enterprise
• Partner with Call Center leadership team to identify functional deficiencies and propose process and training improvements
• Transform knowledge of Call Center operations into process improvements and efficient process design
• Contribute to new-hire and residual training requirements, content and materials for call center associates
• Contribute to the training and development of other associates in the Call Center processes and procedures
• Provide support to the Call Center Continuous Education Training program
• Create and maintain the Call Center enterprise operational documentation, Standard Operating Procedures and Job Aids

Qualifications

• High School Diploma/GED.
• Proficient in MS Word and Excel.
• Excellent customer service skills.
• Pleasant phone demeanor.
• Ability to be empathetic.
• Ability to stay focused.
• Excellent multi-tasking skills.
• Excellent organizational skills.
• Ability to work without supervision.
• Ability to understand and carry out instructions furnished in written, verbal, or diagram form.
• Excellent communication skills.
• Strong English language skills (reading, writing, speaking and understanding).
• Ability to constructively accept feedback and a strong desire to continuously improve.

Benefits

• 
  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.

About EMPIRE TODAY(r)

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.

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. By pressing apply and providing your telephone number and email address, you authorize Empire Today to contact you by email or telephone at the wireless or landline phone number provided using automated phone technology and/or text messaging. Message and data charges may apply. You may revoke consent at any time.