Customer Care Speciaist

At the Furniture Mall of Kansas, we believe in making a difference in people’s lives. Our desire for everyone who becomes part of our work family is that they grow and are fulfilled by making a positive difference in others, both Guests and Members of our Work Family. Our priorities are Happy Family, Happy Guests, Happy Business in that order. Our Mission is to be the Best and Most Fun Furniture Experience on the Planet! Does this resonate with you? If so, you may be the perfect fit for our next Customer Care Specialist! (What others would call a customer service agent)

The BEST person for this role would be described as someone who is Humble, Hungry and Smart. Humble that you put others needs above your own to serve and help others. Hungry to make a positive difference and creatively finds solutions to challenges that others would walk away from. Smart with people, can relate, empathize, encourage, challenge, and inspired to help our work family and our guests to the best of your ability.

If you have gotten this far and are still interested, we want to speak with you to see if we are a good fit for each other. Please see below for details about the position.

Position Title: Customer Care Specialist

Report to: Customer Care Manager

Position Summary:

Perform Customer Care related duties that are assigned by their direct supervisor in a professional, efficient, and pleasant manner (SMILE) with contagious positive attitude.

Overall Objectives:

• Increase customer satisfaction by handling all customer complaints promptly, effectively, positively, and with empathy for the customer’s concerns.
• Growth of the business is facilitated by
  1. Great customer service as judged by both external and internal customers
  2. Great relationships between clients, sales, warehouse, and office staff
  3. Great systems, procedures and measures that ensure things are done right the first time without waste
• Increase income stream from vendor warranty payments, shipping damage claims, and customer repairs.

Key Accountabilities:

• Use our Customer Service Processes as outlined in the Customer Service Manual
• Offer support to C.S. team to allow the as much uninterrupted time with guests as possible
• Route deliveries and provide assistance to stores on exception delivery scheduling
• Track deliveries on dispatch and organize notifying customers of changes to their estimated time
• Assist with inventory management and receiving as needed
• Keep a list of all deliveries that were not complete and provide action/action plan email for team
• Accurately bill DC pick-ups and deliveries on the day they are done
• Answer phone calls politely and on the least amount of rings as possible
• Handles all customer complaints promptly, effectively, positively, and with empathy

for the customers concerns.

• Enter service calls, credit memos, and adjusts tickets accurately
• Manage daily A/R report and provide feedback to department manager and ensure timely correction
• Ensures that Furniture Mall of Kansas is reimbursed or properly credited by the vendor for all parts and services by applying for and securing credits or reimbursements.
• Ensures clear channels of communication are maintained with all areas of sales, merchandise handling, office, delivery, management, and vendors to maximize customer satisfaction.
• Follow-up with every service customer within 24 hours to assure continuing satisfaction with the delivered repair or information.
• Develop and maintain standard processes to increase customer satisfaction and improve effectiveness.
• Find innovative methods to improve customer satisfaction and implement with involvement of management.
• Track key performance measures and complete weekly reports.
• Successfully complete other tasks as requested by management.

Additional job requirements:

• Must be able to lift up to 50 pounds without the aid of another
• Must be able to bend, stoop, push and pull in the performance of operational duties
• Must be able to sit or stand for up to eight hours at a time while performing work duties
• Must be able to work in various fumes, odors, chemical agents, and solvents
• Must be able to work in various temperatures and environmental conditions
• Must have vision and hearing corrected to be able to legally operate a vehicle under various environmental and traffic conditions
• Must be able to work at heights of up to 25 feet with harness, to operate lift and obtain merchandise from storage racks
• Must be able to maintain amicable work relationships with fellow employees and perform all essential job functions in an environment that will sometimes include increased levels of work-related stress
• Undertake and complete other work-related responsibilities as assigned by management
• Undertake and support any policy, change, system, or work rules the company implements regarding the purpose of this position

Benefits:

• Best work/life balance ratio of any comparable retail position
• Free Cookies, Custard & Coffee!
• Family-owned business with none of that corporate attitude
• Employee Discounts

Full-time Benefits:

• Medical, Dental and Vision insurance
• 401K with Company Match
• Complimentary Life Insurance
• Vacation Time
• Three paid Holidays: Thanksgiving, Christmas, and Easter