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Customer Care Specialist
1 month ago
Our Values:
At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is "Making Homes Great" and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.
Purpose:
As a Customer Care Specialist, you will be responsible for resolving escalated customer issues that arise throughout the order life cycle that are received via phone or written communications. You will be partnering with internal and external partners as well as customers for resolution. Your ability to deliver outstanding customer service by providing expedited resolution is key to ensuring customer loyalty and brand recognition for Morris Home, Ashley Furniture and The Better Sleep shop.
General Description of Duties:
- Provide expedited outstanding customer service for all escalated issues primarily through written communications, phone calls or social media sites.
- Serve as the direct point of contact for customers until their issue is fully resolved.
- When necessary, provide follow-up to customers, Senior management, and stores regarding customer resolution via the phone or written communications.
- Respond to all inquiries professionally and with a sense of urgency to prevent further escalation.
- Track all work received and completed daily for each assigned task.
- Provide outstanding customer service and resolution to all incoming callers during peak periods of call volume.
- Ability to identify trends in escalated issues through root cause analysis and assist with training or coaching opportunities for agents.
- Other duties and responsibilities as assigned.
- Ability to diffuse escalated issues by delivering excellent customer service, being knowledgeable and resolving issues.
- Manage multiple, on-going, and high priority assignments at the same time with excellent follow up skills.
- Excellent verbal and written skills.
- Ability to anticipate needs of customers to prevent future inquiries.
- Advanced computer skills and familiarity with Microsoft Office is a plus.
- Experience using a Customer Relationship Management (CRM) tool is preferred.
Work Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform 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, the employee is regularly required to stand, and sit. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employees.
Confidential - For the use of appropriate Morris Furniture Co., Inc. employees only. Employment is at will. Neither this document, nor any other, unless specifically approved in writing by the CEO, Director of Human Resources, is to be construed as an employment contract. Morris Furniture Co., Inc. is an equal opportunity employer who is dedicated to a harassment-free environment. All Job Descriptions must be approved through Human Resources.
