Customer Service Specialist

3 weeks ago

Hudson, United States Arhaus Full time

Arhaus was founded in 1986 on a simple idea: Furniture and dcor should be sustainably sourced, lovingly made, and built to last. Today, we partner with artisans around the world who share our vision, creating beautiful, heirloom-quality pieces that can be used-and loved-for generations.

Description:

Delivery [Customer Service] Specialists are responsible for managing incoming driver calls and issues that occur on the day of delivery. They are the primary point of contact for addressing any queries or concerns related to deliveries, ensuring a seamless experience for guests. They collaborate cross-functionally with internal teams and handle tasks such as stock and special-order exchanges, returns, cancellations, guest concerns, and technician requests.

Schedule:

  • 10:00 AM - 6:30 PM / Tuesday through Saturday
Essential Duties & Responsibilities:

Key fundamental skill sets for this role will be:
  • Answer incoming driver calls and make outbound calls as necessary.
  • Manage driver calls and issues from the day of delivery.
  • Communicate with delivery drivers, store team members, corporate employees, and guests to resolve questions and issues promptly.
  • Handle stock and special-order exchanges, returns, and cancellations, and manage guest concerns effectively.
  • Schedule technician appointments and coordinate re-selects with store teams as necessary.
  • Coordinate with the Final Mile Managers to resolve mislabeled product issues within 48 hours or update the guest on replacement product ETA.
  • Manage missing parts discovered on delivery by cases to the appropriate processor.
  • Collaborate with Regional and Store Managers, as well as Store Associates to resolve delivery issues efficiently.
  • Coordinate with the Delivery Exception Team for borrowing requests as needed.
  • Ensure all guest inquiries and issues are addressed promptly.
  • Collaborate with internal partners on delivery-related issues to ensure smooth operations.
Requirements:
  • High School diploma or equivalent.
  • 2-3+ years' experience within a customer-service-focused environment (retail, hospitality, or food/beverage).
  • Experience in a high-volume call center experience.
  • Knowledge of Salesforce and STORIS preferred.
  • Strong communication, both written and verbal
  • Great active listening skills
  • A patient and empathetic attitude
  • Strong time management and organizational skills
  • Adaptability and flexibility
  • Comfortable working in fast-paced environments
  • In-depth knowledge of a company's products and/or services
  • Understanding of computer systems and troubleshooting issues with minimal assistance (proficiency in Microsoft Suite required).
  • Strong communication and interpersonal skills.
  • Ability to multitask and prioritize tasks effectively in a fast-paced environment.
  • Excellent problem-solving abilities and attention to detail.
  • Ability to work collaboratively with cross-functional teams.


Arhaus is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Arhaus is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Arhaus are based on business needs, job requirements, and individual qualifications, without regard to race, color, sex, sexual orientation, gender identity, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Arhaus will not tolerate discrimination or harassment based on any of these characteristics. Arhaus encourages applicants of all ages.

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