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Consumer Care Representative

Rug Doctor

Role overview

Qualifications

  • Excellent verbal and written communication skills across phone, email, and chat platforms
  • Strong multitasking abilities; comfortable using multiple systems simultaneously
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
  • Ability to adapt quickly in a fast-paced, ever-changing environment

Responsibilities

  • Respond to consumer, retail, and internal inquiries regarding rentals, products, and support issues via phone, email, and chat
  • Deliver empathetic, professional, and efficient customer service
  • Handle call escalations and assist in resolving conflicts with professionalism
  • Accurately document all interactions using multiple computer systems and tools

Key facts

Hard skills

Conflict Resolution

Other skills

  • Customer Service
  • Microsoft Office
  • Multitasking
  • Communication
  • Adaptability

About the company

Rug Doctor logo

Rug Doctor

From its beginning, Rug Doctor® has serviced both the professional and the do-it-yourself carpet cleaning market through the manufacturing, sales, and service of carpet cleaning products and machines. Originally established in Fresno, California, Rug Doctor relocated its corporate headquarters to Plano, Texas, a suburb just north of Dallas, in 1998. The company has grown from a regional West Coast operation to an international manufacturer and marketer of the most convenient, compact, and powerful hot water extraction carpet cleaning machines and products available today. Present-day U.S. operations include a main manufacturing facility in Fenton, Missouri, and more than 35 warehouse distribution points and service centers around the United States. International operations include a product manufacturing facility in the United Kingdom, plus warehouse distribution centers in Canada, Puerto Rico, Australia, and in more than 20 other countries. Rug Doctor® remains the first and best name in the carpet cleaning rental industry. Over 40 years ago, we created the rental business model, and today over 40,600 retail outlets in North America and Europe carry our machines and products. Recently, we took our category leadership our brand represents to the retail market, offering a line of deep cleaning machines, cleaning solutions, and portable spot cleaning machines that perform at a professional level. We got where we are by offering world class machine engineering and professional cleaning solution formulations, and we believe customer satisfaction speaks for us. Our products routinely rate 4+ out of 5 by consumers. To find a Rug Doctor rental location call 1-800-RUG-DOCTOR (784-3628) or visit our carpet cleaner rental store locator.

Company details

Company size201 - 500

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Job description

Overview:

This role plays a key part in supporting customers, retail partners, and internal teams through various communication channels.

The role of Consumer Care Representative will handle inquiries from consumers, retailers and internal associates and ensure high-quality service delivery via phone, email, and chat.

 

Schedule:

  • Monday to Friday, 8:30 AM – 5:00 PM.
  • Working in an office located in Plano, TX (NOT a remote opportunity)
Responsibilities:
  • Respond to consumer, retail, and internal inquiries regarding rentals, products, and support issues via phone, email, and chat.
  • Deliver empathetic, professional, and efficient customer service.
  • Handle call escalations and assist in resolving conflicts with professionalism.
  • Respond to consumer feedback through email and social media platforms.
  • Accurately document all interactions using multiple computer systems and tools.
  • Provide troubleshooting support to field and corporate teams.
  • Liaise with stakeholders to update/revise information published online and in the Knowledge Base as product and procedure updates are made.
  • Stay up to date with evolving policies, procedures, and service goals.
  • Assist in the training of fellow customer care team members.
  • Assist with the resolution of consumer carpet cleaning incidents, communicating with the consumer, operations and legal partners as needed.
Qualifications:

REQUIRED COMPETENCIES

  • Excellent verbal and written communication skills across phone, email, and chat platforms.
  • Strong multitasking abilities; comfortable using multiple systems simultaneously.
  • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
  • Ability to adapt quickly in a fast-paced, ever-changing environment.

REQUIRED EDUCATION AND EXPERIENCE

  • High School Diploma or GED (required).

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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