Mohawk Industries Customer Support Web Specialist in CHATSWORTH, Georgia

Overview:

Mohawk Industries is the leading global flooring manufacturer that creates products to enhance residential and commercial spaces around the world. Mohawk’s vertically integrated manufacturing and distribution processes provide competitive advantages in the production of carpet, rugs, ceramic tile, laminate, wood, stone and vinyl flooring. Our industry-leading innovation has yielded products and technologies that differentiate our brands in the marketplace and satisfy all remodeling and new construction requirements. Our brands are among the most recognized in the industry and include American Olean, Daltile, Durkan, Karastan, Marazzi, Mohawk, Pergo, Unilin, Quick-Step and IVC. During the past decade, Mohawk has transformed its business from an American carpet manufacturer into the world’s largest flooring company with operations in Australia, Brazil, Canada, Europe, India, Malaysia, Mexico, New Zealand, Russia and the United States.

Responsibilities:

  • Daily assist custo,ers and internal users to resolve issues and address questions regarding self service tools, technical support, and availability functionality

  • Perform self service help desk tracking and reporting of user calls and requests

  • Troubleshoot and track system errors

  • Assist with analyzing self service reports and metrics

  • Communicate regularly with system and process experts, and provide leadership to help resolve issues

  • Execute regression and patch testing on self service tool funtionality and maintain test plans

  • Participate in self-service system requirments

  • Assign new user accounts, address user access issues, and conduct user account audits

  • Participate in communication to users regarding tool and/or system changes or events, system maintenance/downtime, basic changes in functionailty, etc.

  • Participate in maintaining self-service reference materials

  • Maintain effective, concise and professional communications with internal teams and external customers

  • Provide information and insight to management and team members to resolve service related issues. Participate in the identification of deficiencies, development of solutions, and implementations of action steps to resolve probelems and ensure customer satisfaction.

  • Provide information and insight to explain or resolve discrepancies and issues of customer dissatisfaction with peers and leadership.

  • Work closely with Customer Service, Claims, and other customer focused teams to ensure consistent and accurate information to our use.

  • Performs other duties as assigned.

Qualifications:

  • Proficient in Microsoft Word, Excel & PowerPoint.

  • Excellent verbal, written, and communication skills.

  • Bachelor’s degree or 4 yrs. experience preferred, or equivalent combination of education and experience.

  • 1-3 years related work experience in Customer Service, Claims, Manufacturing, Quality Assurance, or Sales

  • Experience interacting with customers and/or internal teams

  • Knowledge of customer service and self service tools

  • PC support related experience, helpful but not required.

Mohawk Industries, Inc offers a comprehensive compensation package that includes a wide variety of benefit options so that individuals can tailor plans that are right for him or her. Benefits include health care with a prescription card, dental/vision, disability, life insurance, 401(k) plan with company match, employee purchase discounts, tuition reimbursement for undergraduate and graduate programs and much more.

EOE Minorities/Females/Protected Veterans/Disabled

Job ID 2017-32322

FLSA Status NonExempt

Company MOHAWK

Business Site US-GA-CHATSWORTH

Job Group Customer Experience