Customer Care Representative

3 weeks ago

Las Vegas, United States Walker Furniture Full time

Walker Furniture

Location: Cheyenne Warehouse / Distribution Center

Position: Customer Care Representative

Schedule: Must have open, flexible availability; including weekends

Work for a well-established family-owned company that is rapidly expanding

SUMMARY:

Responsible to Receive and respond to a wide variety of customer calls, such as delivery date changes and complaints regarding damaged items and/or service, with a focus on customer service and resolution

PRIMARY DUTIES AND RESPONSIBILITIES:

•Primarily responsible for routinely receiving customer calls. Contacts often relate to service issues, scheduling, damaged goods, compliments and complaints about their delivery or the merchandise

•Focus on regularly exercising tact and diplomacy to diffuse angry customers who have complaints about the merchandise delivered, delivery personnel, or purchase issues within a timely manner

•Required to research merchandise item specifics, delivery dates, order service needed and determines complaint resolutions

•CSR related duties may be assigned as a primary responsibility or may be handled interchangeably

•Required to regularly troubleshoot customer service complaints in which the customer is requesting special handling by a manager.

•Required to maintain a high level of follow-up communication that takes all guess work out of the customer's hands

•Responsible for accurate inventory and merchandise record keeping related to the work being performed.

•Required to verify if replacement merchandise is in stock and complete a variety of forms and administrative documents.

•Ensures that high value items and issues are brought to the attention of the manager and seeks approval where necessary.

•Responsible for notifying the supervisor of erroneous information and necessary corrections.

•Required to assist with organizing the work area and work functions to maintain safety and orderliness at all times.

•Performs other duties as assigned

Requirements

QUALIFICATIONS:

•High school diploma or general education degree (GED)

•At least 1-year experience in a call center environment

•Multi-tasking and independent work performance

•De-escalation of angry customers

•Excellent customer service skills not limited to working with outside vendors and internal and external customers

•Ability to follow basic instructions not limited to reading and interpreting documents

•Willingness to learn and thrive off change

•Excellent communication skills, Computer & MS Office skills. type at least 25 wpm and enjoy a fast-paced environment.

•Ability to work a flexible work schedule that may include days, evenings, weekends and holidays, as required.

PHYSICAL DEMANDS:

The employee is regularly required to use hands to operate common office equipment. Regularly works in a sedentary manner in an office environment

Walker Furniture offers Full-Time employment benefits such as:

  • Paid vacation & sick time
  • A comprehensive medical and dental plan
  • Paid Holidays
  • Generous employee discounts
  • 401K Benefit with employer matching contributions

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