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Customer Care Specialist

3 months ago

Santa Rosa, United States Friedmans Home Improvement Full time
Job Details

Job Location
Santa Rosa Store - Santa Rosa, CA

Position Type
Full Time

Salary Range
$17.60 - $21.00 Hourly

Description

Summary:

The Customer Care Specialist are responsible for delivering outstanding customer service while upholding quality standards and meeting performance metrics. The focus of the CCS is to provide industry leading customer service to all customers over the phone, via chat and email by offering product information, suggestions, alternatives, and inventory levels, placing orders for customer pick-up, delivery, and the maintenance of those orders. These positions are expected to perform their duties in a professional and expedient manner in alignment with the Friedman's Way and our Core values. Other duties as assigned.

This is the entry-level position of the Customer Care Team. The CCS will learn processes and procedures of the Care Center. Initially under close supervision, incumbents learn as they perform the essential duties and as work experience is gained, they work with greater independence of action within established guidelines. Incumbents may advance to the higher level after gaining experience and demonstrating proficiency that meets the qualifications for the higher-level class.

Essential Job Duties and Responsibilities of Customer Care Specialist, include but are not limited to the following:
  • Create a warm and welcoming environment
  • Service all customers in the most expeditious, accurate and courteous manner
  • Create customer orders by helping with product-related questions and making suggestions as appropriate; determine customers' needs by finding requested product, offering a related or substitute item and informing them of new products or services
  • Maintain a thorough knowledge of all current marketing campaigns
  • Maintain a clear focus on customer needs; respond to customer needs and problems quickly, knowledgeably, and with concern for their situation
  • Work within defined guidelines to take care of customer issues and escalate as needed
  • Identify replacements, create returns, issue refunds, and credits for customer orders as needed
  • Maintain open orders using tools, technology and reporting for all phone and web-based orders
  • Collaborate efficiently with other departments to ensure timely resolution for customers' needs; support all customers regardless of the sales taker
  • Create Urgent Product Needs (UPN) for customers as needed
  • Support customers with complaints regarding product or service problems
  • Actively engage in Product Knowledge trainings
  • Maintain regular and dependable attendance and punctuality
Education and/Experience:
  • High School Diploma or GED
  • Customer Service or Hospitality experience is highly preferred
    • Customer Care Specialist: 1-2 years in related field
Knowledge Skill and Abilities:
  • Great active listening and communication skills with a patient empathetic attitude
  • Is a team player with a customer service mindset that seeks to serve others
  • Excellent interpersonal and rapport building skills
  • Effective verbal, listening and written communication skills
  • Proficient knowledge of Microsoft Office Suite (Word, Excel, Outlook, Teams) is preferred
  • Job based knowledge of D365 or other ERP system with the ability to learn Friedman's systems and their functionality
  • Ability to multi-task and work alongside Team Members
  • Strong problem-solving skills
  • Detail oriented, organizational, and problem-solving skills
  • Ability to take a partner and follow through issues to resolution
  • Foundational organization, leadership, customer service and communication skills with the drive to consistently build upon these skills
  • Ability to adapt to change and remain flexible in a fast-paced environment
  • Effective time management skills; dependable and punctual
  • Must be available to work 7 days a week 6:00am to 8:00pm. Ability to work flexible schedules, supporting our retail and online business, including extended hours, nights and weekends (CCS III must be available for opening and/or closing shifts with weekends required)
Physical Demands and Work Environment: Characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, work is performed in an indoor office environment. When working in the office, incumbents typically work at a desk, sitting for extended periods of time with the ability to move about at will. Standard office equipment, a computer and a variety of office software is used to perform graphic design, enter and retrieve data, produce reports and presentation materials and requires continuous or repetitive arm-hand movements. While performing the duties of this job, the Team Member must stoop, balance, and kneel, and use arms, legs, and back to occasionally lift and/or move equipment or supplies weighing up to 25 pounds. The Team Member frequently stands, walks, sits, and uses a telephone and personal computer with a VDT screen for extended periods of time. Work requires the ability to adjust focus and use hands and fingers to handle and maneuver objects. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception and ability to adjust focus. Verbal communication includes giving instructions, providing information and responding to questions and may be conducted face to face, on the telephone, over video and in group meetings. Team Member may be required to work shifts, weekends, and/or holidays and travel to various Friedman's locations and other sites. The noise level in the work environment is usually moderate

What's in Friedman's toolbox for Team Members:
  • 401(k) match up to 3% and 50 cents on the dollar for any amount greater than 3% up to 5%
  • Medical, Dental and Vision bundled benefit plan
  • Team Member discount on all merchandise
  • Tuition reimbursement to further career path


Friedman's Home Improvement is proud to be an Equal Opportunity Employer, committed to a diverse and inclusive work environment. Friedman's Home Improvement will consider for employment qualified applicants with criminal convictions in a manner consistent with AB 1008.