Location: Swansea,MA, USA
Our Customer Service Representatives Call Center are friendly, energetic individuals who provide quality service to our customers. Whether they're answering phone calls and assisting customers with their inquiries, scheduling deliveries or service calls, the ideal candidate will bring a positive and customer-focused attitude! Are you passionate about working with people and providing outstanding customer service? If you answered yes, we want to talk to you about a career at Cardis Furniture & Mattresses!
SCHEDULE: Tuesday, Wednesday, Thursday, Friday & Saturday 4:30am - 7:30am*
$18.00 / Hourly
JOB SUMMARY
Primary purpose is to win each day by delivering extraordinary service and value to each customer, every day. A Call Center Customer Service Representative I is responsible for producing favorable outcomes for all customers, fellow team members, the company and the communities we serve.
The main role of the Customer Service Representative I - Call Center is to respond to incoming calls and electronic messages from customers calling with questions in a professional, timely and satisfactory manner. The position also interacts with many different departments so as to give each customer the very best customer service possible.
To ensure customer satisfaction by resolving all issues as they arise and proactively managing customer expectations with the goal of preventing concerns.
ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
INSPECTING
+ Even exchanges run the EEX report; call each customer the day prior to review all product and what the concerns are; wrap any special concern pieces.
+ Service returns run the SR report and inspect these the day prior to delivery.
+ Video line from front to back, including all pieces.
+ Review Special Alert report for extra inspection of those items.
+ Inspect all the furniture as follows:
+ All furniture as follows: colors match; feet are not cracked or missing color.
+ All wood pieces: no over spray on tops and sides (run hand over pieces); corners are not dented; no scratches, dings, dents or cracking; knots do not go through and create a hole (ask if something is distressed versus dinged/dented); leaves on tables line up and sit flush & video Warehouse Furniture Assembling Associate opening/closing and removing leaves; tables are assembled entirely (legs on), but cannot be loaded together.
+ All leather: verify with Warehouse Furniture Assembling Associate whether it is a hyde mark or something else; no rips, tears or slice marks; no color missing, especially from the corners and stitching; no seams separating; no silver lines from the soap wash; packing marks.
+ All upholstery: no rips or tears; no pulls on the fabric; no seams separating; packing marks; look for misweaves, fabric is same shade and texture, corners and seams clean. If not....picture...email...
+ Both leather and upholstery: if nail heads are on a piece no rust unless it is supposed to be there; no pillows missing; no mold on piece
+ Motion: all recliners recline without sticking; not leaning to 1 side or the other; backs fit in properly
+ Bedroom: bed is set up completely with ALL hardware in place; photograph bed set up; no missing color; mirror and glass are clean; drawers do not stick
+ Dining room / dinettes: assembled with ALL hardware; leaves fit into table and the table closes; leaves attach and line up properly; table tops on top of bases: video Warehouse Furniture Assembling Associate opening/closing and removing leaves; stretchers on chairs arent broken or cracked; chairs level on glass to ensure not wobbly; seats dont have plastic or threads hanging off of them; tables are assembled entirely (legs on); cannot load together; buffets/hutches:
do the finishes match?; are there felt pads on the hutch to protect the base? If not...picture...email... arm/side chairs: have they been leveled? stretchers, arms, spindles secure? all the plugs present? If not...picture...email...
+ All other wood (desks, cocktail tables and end tables, etc.): keys work; no color missing; glass clean, no scratches in glass; shelf pins and hardware are not missing; door catches/latches are not bent and the doors close with ease; doors are not crooked.
+ Sectionals: all pieces are the same color; set the sectional up and attach clips (if they have them); photograph all put together.
+ Doors: open and close properly; no dents, scratches near hinges either; if not, take a picture of piece and put into email.
+ Drawers: open and close all; have Warehouse Furniture Assembling associate address concerns; take picture of piece and put in email.
+ Locks: keys should be present and must be tried; if not, take picture and put in email.
+ Shelf clips: they all present?...picture...email
+ Glass/mirror: clean; no scratches nor knicks. If not...picture...email...
+ Tag, log and photograph all concern areas.
+ Have the Warehouse Furniture Assembling Associate address the concern as is identified.
+ Ensure that concern identified has been addressed and no longer is a concern.
+ Send w-mails to all applicable parties regarding all concerns.
+ Upload pictures to Service on Chief directory, Inspection file, month, date, day file.
+ Complete prep sheet given by warehouse; call Accounting to finalize.
+ Recharge inspection camera batteries after inspection process is completed
+ Inform buyers and management of continuous / repetitive concerns.
Comply with the following guidelines:
+ Dont: no jewelry on hands or arms; be careful with wet, freshly sprayed wood; dont scrape glue or tape off with finger nails; dont put stickers on leather; dont trip (watch out for electrical cords on the floor); dont stand in groups but remain in constant motion (looking, cleaning, etc,); no unauthorized breaks.
+ Dos: watch entire trucks load out and look for concerns; keep cleaning and dust off pieces with rags if dirty; ensure glass is cleaned; balance all chairs; plug in all electrical, fireplaces, chairs, hutches, power, etc; sofa bags for all light colored upholstery; sofa bags for all Design Center and Thomasville upholstery, regardless of color; sheets for all Design Center and Thomasville tables; sheets for all sensitive finishes; sheets for all even exchanges; make notes of all drivers who have sheets so they are returned.
+ Seek assistance with appropriate member of management.
Call Center General
+ Manage large amounts of inbound and outbound calls and electronic messages in a timely manner.
+ Follow communication scripts when handling different topics.
+ Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives.
+ Resolve product or service concerns by clarifying the customer's complaint, determining the cause of the concern; selecting and explaining the best solution to solve the concern; expediting correction or adjustment; following up to ensure resolution.
+ Seize opportunities to upsell products or services when they arise
+ Buile sustainable relationships of trust through open and interactive communication and engage customers by taking the extra mile.
+ Provide accurate, valid and complete information by using the correct method/tools.
+ Keep records of all conversations in the company's omputer system in a comprehensible way.
+ Attend all training and department/company meetings to improve knowledge and performance level.
+ Meet personal/team qualitative and quantitative targets.
+ Answer incoming external and internal customer service calls and electronic messages in a professional, timely and satisfactory manner and resolve all questions, requests and changes to ensure the highest level of customer satisfaction.
+ Promptly respond to all e-mails and complete tasks associated with them.
+ Schedule and create delivery/services while making sure of account accuracy (address, contact information, delivery/service instructions).
+ Follow-up with customers regarding their calls, letters or e-mails regarding their concern in a timely manner to resolve any and all customer issues.
+ Ensure all required customer and merchandise information including customer's concern(s) is accurately documented in the company's operating computer system. This includes providing details of the situation and how it's being resolved.
+ Determine appropriate action for the customer by investigating if the merchandise is under warranty and which warranty applies or, if the merchandise can be repaired.
+ Responsible for contacting the manufacturer or warranty company regarding warranty questions.
+ Determine who is responsible for the cost of the service call.
+ Schedule and create even exchanges.
+ Schedule appointments for service calls to customer's homes, receive and document calls from in-home service technicians when they have completed a call or delivery.
+ Ensure notes on service calls are kept up to date in the system at all times, follow up with customer to ensure the service call was completed satisfactorily; document in the system.
+ Schedule pick up of merchandise in customer's home and create return authorization in the computer system to bring back product into inventory.
+ Order parts and monitor parts orders with factories.
+ Review weekly open service calls report, make follow up calls to customers.
+ Coordinate on-store repairs by setting up appointments for pickup and delivery, and notifying customers when merchandise is ready for pick up.
+ Process payments for services.
+ Keep abreast of new or changes in manufacturers and Cardis warranty programs, and where to locate warranty information.
+ Communicate effectively the features and benefits of the warranty programs.
+ Support other associates as assigned.
+ Interact with other departments as necessary to resolve, prevent problems and improve existing procedures and systems. Communicate clear and precise information to various departments to in turn provide better service to the customer.
+ Show patience, compassion, and empathy. Control own emotions when dealing with an unhappy customer and maintain professional and call demeanor and voice throughout the entire interaction.
+ Demonstrate customer-focused attitude consistent with company guidelines.
+ Provide total customer satisfaction through interaction with associates in all departments.
+ Reports promptly errors found to management and assists, if necessary, in resolving the errors.
+ Provides feedback to management for possible improvements.
+ Assists with training and development of other associates, including on-the-job training for new associates.
+ Participates in training sessions, which will improve and reinforce own knowledge and skills.
+ Attend department and company meetings as required.
+ Provides total customer satisfaction through interaction, cooperation and working with associates and managers in all departments. This includes translating with non-English speaking customers if able.
+ Completes all documentation neatly, accurately and timely.
+ Complies with all applicable company health, safety and quality standards, policies, procedures, rules and regulations.
+ Reports to management potential safety issues, hazards or violations.
+ Assists in maintaining security by reporting suspicious activity to management.
+ Perform other functions as needed and required
+ Embraces change by supporting and championing organizational change initiatives.
+ Models company image and culture through positive attitude, spirit of cooperation, appearance and respect for company policies and procedures on every aspect of role functions.
MANAGEMENT/SUPERVISORY RESPONSIBILITIES
This position has no management / supervisory responsibilities.
Required Skills
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, ability and/or physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge/Skills/Abilities
Ability to communicate effectively in English language, both verbally and in writing.
Ability to read and interpret documents such as instructions, correspondence, memos, safety rules, and procedure manuals.
Ability to write routine reports and correspondence and possess the skills to speak effectively with customers and employees of the organization.
Mathematical aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percentage.
Demonstrated ability to handle multiple tasks simultaneously.
Strong customer orientation with excellent interpersonal communication skills.
Customer focus and adaptability to different personality communication styles.
Ability to multi-task, set priorities and manage time effectively.
Strong analytical and problem solving skills.
Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written and oral form.
Detail oriented with excellent organizational skills.
Proficient with Word and Excel, and working knowledge of computer operating system.
Strong knowledge of manufacturers warranties and policies; and demonstrated ability to sell.
Ability to adapt to a fast paced, changing environment.
Ability to remain calm under pressure.
Ability to show compassion/empathy to internal and external customers.
Ability to serve a constant stream of customers.
Ability to deal with angry or frustrated customers, or customers who may not fully understand their situation. Ability to deal with people in an uplifting manner; ability to solve problems; ability to be a quick thinker, research and troubleshoot.
Core Competencies
+ Job Knowledge
+ Work Quality / Work Quantity
+ Customer Focus
+ Initiative / Decision Making / Judgement
+ Communication / Active Listening
+ Accountability / Integrity
+ Interpersonal Skills / Team Oriented / Collaboration
+ Emotional Stability / Adaptability
+ Emotional Intelligence
WORKING ENVIRONMENT / PHYSICAL REQUIREMENTS
Regularly sit while answering phones and stand when talking to a customer in person. Regularly use hands and fingers to handle, control or feel object tools or controls; regularly repeat the same movements when entering data; regularly speak clearly so listeners can understand; regularly understand the speech of another person; frequently focus on one source of sound and ignore others. Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer. May sit or stand for an extended period of time depending on the task being performed; uses hands to handle or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Occasionally life and/or move up to 50 lbs when inspecting merchandise. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
OTHER DUTIES
Please note this job description is not designated to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Required Experience
Education/Certification/Licensure
High school diploma or general education degree (GED) preferred but not required.
Experience
A minimum of two (2) years of customer service or retail experience.