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Shaw Industries Inc Consumer Concierge Coordinator - REMOTE in Dalton, Georgia

Job Title

Consumer Concierge Coordinator - REMOTE

Position Overview

O verview

Interact with consumers to understand their needs for Shaw products while creating a strong relationship with our marketing partners. Your ultimate goal is to delight the consumer and create a positive impression as they journey through their flooring experience. Guide consumers through their questions by being their advocate through the decision making process. Obtain a mastery of subject knowledge and internal resources to communicate effectively through phone calls, chat sessions, and emails. Be responsive, professional, and go the extra mile to ensure that every interaction is an excellent experience, and that the consumer has an awesome impression of Shaw and it’s br ands.


  • Greet consumers in a timely, professional and engaging manner.

  • Actively listen to the consumer. Follow a logical sequence with communication and stress critical information clearly and succinctly. Ask clarifying questions as needed.

  • Adjust to the consumer. Translate technical terms as needed and be meaningful in response to the consumer’s specific request.

  • Provide honest and appropriate feedback regarding product selection based on an understanding of their need, lifestyle and other criteria.

  • Be aware of any legal or regulatory guidelines, and use judgment in all communication.

  • Prioritize activities and tasks and communicate as needed with leadership on critical clients and information.

  • Maintain documentation of consumer relationship in CRM tool, Salesforce.

  • Leverage resources to complete work efficiently.

  • Consistently seek new product knowledge to act as an expert for the consumer.

  • Work as a team player to ensure each customer receives the best information and service possible.

  • Follow up with the consumer timely and effectively.

  • Set and achieve personal, service and sales goals while supporting the overall goals of the company.

  • Sales & service interactions must be managed through performing all essential daily, weekly and monthly activities.

  • Set and achieve goals to exceed previous sales monthly/annually.

  • Set a standard for excellence and dedicate a high quality of work to assignments, requests and tasks.

  • Build brand loyalty for Shaw by providing ex cellent service, accurate information and by following up with the consumer to ensure satisfaction.

  • Immediately react and problem solve when issues arise and always maintain a positive and helpful approach to the situation. Generate and evaluate all options.

  • Develop the most effective solutions. Identify and understand problems and opportunities by gathering, analyzing the information.

  • Resolve incoming issues through the consumer’s preferred appropriate channel including phone, email and/or chat.

  • Interpret information to detect trends and cause-effect details to share with leadership.

  • Meet and exceed external and internal consumer/customer expectations.

  • Involve the consumer. Ask for the consumer’s opinions and ideas and listen actively to gain their support and check for satisfaction.

  • Listen to feedback. Handle dissatisfied consumers by hearing them first, empathizing, and taking responsibility for action.

  • Confirm satisfaction and take action to surprise and delight.

  • Originate action to improve existing conditions and processes.

  • Generate Ideas and implement solutions.

  • Responsible for generating sales to consumers by being their single point of contact throughout their flooring purchasing journey.

    Core Competencies

    Manage Work

    Communicate Effectively

    Influence Others

    Solve Problems

    Build Customer Satisfaction

    Adapt and Change


  • 1 year min of customer service experience, preferably direct consumer experience.

  • Proven ability to set and achieve performance goals.

  • Demonstrates trustworthiness. Open and authentic when dealing with others.

  • Competitive drive and entrepreneurial confidence.

  • Proven social confidence and ability to inspire confidence in others, and make people feel at ease.

  • Collaborates easily. Demonstrates ability to develop relationships with customers and co-workers.

  • Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment.

  • Ability to quickly learn new procedures, processes, and subject matter.

  • Strong organizational and follow-through skills.

  • Approaches change with a positive mind-set.

  • Excellent communication and interpersonal skills.

  • High level of ownership, accountability and initiative.

  • Excellent telephone, email, chat, and social media skills.

  • Ability to work flexible hours and days of the week.

    Call Center hours are from 8:00am - 6:00pm and work hours will be assigned within that time frame after training i s complete

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.

As we continue to monitor the spread of COVID-19 (coronavirus), we might determine the need to postpone in-person interviews to ensure the health and safety of our associates, candidates, and the community. In this case, we can accommodate with a phone or video interview, and will schedule an in-person interview for a later date. The method by which you interview does not impact your standing as a candidate for this position.

Shaw Industries Group, Inc. is more than a flooring company – we are 22,000 people united in our vision of creating a better future for our customers, for our people, for our community and for our company. We provide carpet, resilient, hardwood, tile & stone, laminate, synthetic turf and other specialty items for residential and commercial markets worldwide. We meet diverse customer needs through an expansive portfolio of brands, including: Anderson Tuftex , COREtec , Patcraft , Philadelphia Commercial, Shaw Contract, Shaw Floors, Shaw Hospitality, Shaw Sports Turf, Southwest Greens, USFloors and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway with nearly $6 billion in annual revenue and representation throughout the U.S., as well as in Australia, Belgium, Brazil, Canada, Chile, China, France, Great Britain, India, Mexico, Scotland, Singapore and the United Arab Emirates. For more information about our company brands, operations and community involvement, visit .

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