Flo Resolution Specialist
| Company | Fortune Brands |
|---|---|
| Location | North Olmsted, OH, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree in related field, or equivalent advanced call center customer service or installation management experience required.
- 4+ years’ experience in senior or team leader Call Center Customer Service and problem resolution experience required.
- Highly organized with impeccable follow up skills required.
- Strong skills in MS Office programs and online cloud file management platforms.
Responsibilities
- Primarily responsible for managing escalated inquiries from customers and insurance agents concerning the installation of the Flo product.
- Works directly with Moen’s installation partners to resolve installation issues and ensure customers are satisfied.
- Drives resolution of all Flo installation issues, coordinating across teams to ensure timely and professional resolution that meets customer satisfaction.
- Tracks, analyzes, and reports on all installation issues, measuring effectiveness against Key Performance Indicators (KPIs) established by leadership.
- Proactively communicates with affected stakeholders, making outbound calls and sending emails to resolve reported installation issues.
- Identify and suggest initiatives to improve the Flo installation experience, supporting broader customer satisfaction and efficiency goals.
Preferred Qualifications
- Prior experience in project management preferred.