Customer Care Reports Lead

2 weeks ago

Sanford, United States Hudson's Furniture Full time

Join the Hudson's Furniture Family - where we turn houses into homes For over four decades, we've been Florida's premier destination for quality home furnishings.

Our mission? Exceeding expectations in every interaction.

We are seeking a detail-oriented and proactive Reports Lead to join our Customer Care Department.

As a Reports Lead, you'll play a critical role in reviewing technician reports from warranty repair appointments, determining the appropriate course of action, and ensuring timely resolution for our valued customers.


Responsibilities:

  • Review technician reports from warranty repair appointments promptly and accurately.
  • Analyze findings to determine the necessary next steps for each case.
  • Process up to 50 reports per day efficiently while maintaining a high level of accuracy.
  • Set clear expectations for the next steps in the resolution process.
  • Collaborate with other departments to ensure seamless coordination and communication.
  • Maintain detailed records of all interactions and decisions made.
  • Provide exceptional customer service and support throughout the resolution process.
  • Gather and analyze data to identify training opportunities for our Customer Care, Sales, and Delivery Teams.
  • Assist in covering inbound phone calls as needed to support the customer care team.

Requirements:

  • Proven experience in a customer service or administrative role, preferably in a retail or furniture industry.
  • Strong computer skills, including proficiency in Google Workspace or Microsoft Office.
  • Excellent communication skills, both verbal and written.
  • Ability to multitask and prioritize tasks effectively in a fastpaced environment.
  • Detailoriented with a high level of accuracy in data entry and analysis.
  • Ability to remain calm and professional when dealing with challenging situations.
  • Flexibility to adapt to changing priorities and business needs.
  • Experience in reviewing technician reports or familiarity with furniture repair processes is a plus.

Benefits:

  • Competitive PTO package
  • Generous Employee Discount Package
  • Competitively Priced Health Insurance Plans
  • Low Cost Dental and Vision Insurance Options
  • Great Work & Life Balance
  • Company Matched 401k Plan

Equal Opportunity Employer:
At Hudson's Furniture, diversity is our strength. We're proud to foster an inclusive workplace where everyone has a seat at the table. Come as you are - your unique talents make us stronger.

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