Customer Solutions Supervisor

2 weeks ago

Jamestown, United States Furnitureland South Inc Full time

Essential Functions and Responsibilities

* Assists with issues that are escalated due to customer dissatisfaction, no or delayed response by the original Account Manager or for any other reason.
* Takes reassigned accounts when needed to ensure proper resolutions and customer satisfaction.
* Researches and responds to all Attorney General, Better Business Bureau and Credit Card disputes.
* Assists with new hire and continuing training for the department and for other departments that interface with customer service.
* Assists with the development and continual revision of an operations/training manual for the Customer Service department.
* Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customer; personally resolving difficult situations.
* When issues arise through manufacturer defect or delivery damage, note any allowances issued accordingly so that the responsible party is held financially accountable through FAS entries.
* Review technician invoices when received to ensure charges are paid by the appropriate party.
* Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation.
* Contributes to team effort by accomplishing related results as needed.
* Manages given accounts.
* Relays necessary information to the customer that comes from internal departments at FLS.
* Answers and returns all phone calls and messages on a consistent basis.
* Works task manager on a daily basis.
* Records all necessary information in Service Pro.
* Responds to customers on the premises when necessary.
* Responds to and distributes action request forms to and from other departments/individuals.
* Communicates with the Sales Support Manager when additional assistance is needed from sales.
* Generates a pick-up/work order/exchange when necessary.
* Generates allowances, credit memos, and claim forms.
* Performs various related duties as required.
* Arrive punctually and consistently for work for normally scheduled eight-hour days, five days a week. Additional hours may be required as needed.
* Other duties assigned by supervisor.
* Be open to suggest any ideas for improvement.
* The job duties are not limited to the items as described above, duties can be added or

changed at any given time.

Competencies

* Accountability
* Communication
* Customer Focus
* Integrity
* Problem Solving
* Teamwork

Required Education and Experience

High School Diploma or equivalent with seven or more years of customer service experience.

Preferred Education and Experience

* College degree preferred
* 7+ years' experience working in Customer Service or related field.

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