Customer Solutions Representative - Remote - Resolving Customer Complaints & Delivering Exceptional Home Improvement Experiences

Join the IME Team as a Customer Solutions Representative and Make a Difference in Home Improvement

At Installation Made Easy (IME), we're revolutionizing the way home improvement projects are managed, and we're looking for a talented Customer Solutions Representative to join our dynamic team. As a critical member of our Customer Solutions department, you'll play a pivotal role in ensuring customer satisfaction and delivering exceptional experiences. If you're passionate about providing top-notch service, resolving complex issues, and working in a fast-paced environment, we want to hear from you!

About IME and Our Mission

IME provides software and process management solutions that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. Our senior management team boasts over 100 years of retail management and home improvement industry experience, allowing us to provide expert guidance and support to our customers. We're committed to building a vibrant community of professionals who share our values and are dedicated to delivering exceptional results.

The Role: Customer Solutions Representative

As a Customer Solutions Representative, your primary responsibility will be to ensure customers' satisfaction with their home improvement projects. You'll be the key point of contact for customers, listening to their concerns, and working empathetically to resolve issues. Your goal will be to determine the root cause of problems and negotiate with various parties involved in the project (Retailers, Manufacturers, and Contractors) to reach a resolution. This role requires exceptional judgment, finesse, and communication skills, as well as the ability to work in a fast-paced environment and handle a heavy workload.

Key Responsibilities:

• Initiate service claims within the Service Module and gather relevant information and documentation to validate claims
• Determine the necessary resolution and negotiate payment of service resolution costs with various parties involved
• Facilitate the progression of service claims by scheduling service assessments, ordering materials, coordinating service work, and updating the Service Module
• Respond timely to customer and affiliate inquiries, providing exceptional customer service and support
• Escalate contractors who are not cooperative in resolving Service Claims to the Customer Solutions Manager and/or operations team
• Recognize high-profile Service Claims or those claims that have the potential to result in litigation and escalate immediately
• Gather necessary supporting information to submit insurance bond claims
• Perform additional duties as assigned

Essential Qualifications:

To succeed in this role, you'll need:

• A high school diploma or equivalent
• 3+ years of related experience in customer service and negotiating
• The ability to work in a fast-paced environment and make result-oriented decisions
• Professional demeanor and excellent active listening, verbal, and written communication skills
• The ability to resolve conflicts, formulate resolutions, and work under pressure
• Computer literacy and adaptability to various programs
• Exceptional organization skills and the ability to multi-task and handle high-volume calls, claims, and responsibilities

Preferred Qualifications:

While not required, the following qualifications are preferred:

• Knowledge and/or experience in the home improvement industry

Physical Requirements:

As a remote employee, you'll work from home and require:

• A quiet, dedicated workspace with minimal distractions
• Prolonged periods of sitting at a desk and working on a computer
• The ability to lift 15 pounds at times

What We Offer:

At IME, we're committed to providing an exceptional work environment and benefits package, including:

• 100% remote work environment with the flexibility to work from home
• Employer-provided equipment to ensure you have the tools you need to succeed
• Medical, dental, and vision insurance to support your health and well-being
• Health savings plan with employer contribution to help you save for the future
• Medical and dental flexible spending accounts to provide additional financial flexibility
• Company-paid basic life, short-term disability, and long-term disability insurance to protect you and your loved ones
• 401K plan with employer match to help you build a secure retirement
• Employee discount program for Electronics, Groceries, Travel, Entertainment, and more
• Employee assistance program to provide support and resources
• Pay on demand to give you control over your finances
• Critical illness, hospital indemnity, group accident, and legal insurance to provide additional protection
• Paid time off to recharge and relax

Why Join IME?

At IME, we're dedicated to building a vibrant community of professionals who share our values and are passionate about delivering exceptional results. As a Customer Solutions Representative, you'll have the opportunity to:

• Make a difference in the lives of homeowners and contribute to the success of our customers
• Grow your career in a dynamic and supportive environment
• Develop new skills and expertise in customer service, negotiation, and problem-solving
• Work with a talented team of professionals who are passionate about delivering exceptional results

How to Apply:

If you're excited about this opportunity and have the skills and passion we're looking for, please submit your application today. We can't wait to hear from you!

Apply To This Job

IME is an Equal Opportunity and Drug-Free Workplace. The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.