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Customer Support Specialist I

2 months ago

Swansea, Massachusetts, United States Cardi's Furniture & Mattresses Full time
Position Overview

As a Customer Support Specialist - Call Center, you will be an essential part of our team at Cardi's Furniture & Mattresses, delivering exceptional service to our clientele. Your role will involve addressing inquiries, managing service requests, and ensuring a positive experience for every customer. If you thrive in a dynamic environment and enjoy assisting others, we invite you to explore this opportunity with us.

COMPENSATION: $19.00

ROLE SUMMARY

Your primary responsibility will be to enhance customer satisfaction by effectively resolving issues and managing expectations.

KEY RESPONSIBILITIES
  • Handle a significant volume of incoming and outgoing calls and electronic communications professionally and efficiently, ensuring all inquiries are addressed to maintain high customer satisfaction.
  • Utilize established communication protocols when discussing various topics.
  • Assess customer needs, clarify details, investigate issues, and provide effective solutions or alternatives.
  • Address product or service complaints by identifying the root cause, selecting the most suitable resolution, and following up to confirm satisfaction.
  • Identify opportunities to promote additional products or services during customer interactions.
  • Foster strong relationships with customers through open communication and a commitment to going above and beyond.
  • Respond promptly to all electronic communications and complete associated tasks.
  • Coordinate and schedule deliveries and services, ensuring accuracy in customer accounts.
  • Follow up with customers regarding their inquiries to ensure all issues are resolved in a timely manner.
  • Accurately document all customer interactions and resolutions in the company’s operating system.
  • Investigate warranty coverage for products and determine appropriate actions.
  • Communicate with manufacturers or warranty providers regarding inquiries.
  • Manage service call costs and responsibilities.
  • Schedule exchanges, returns, and service orders accurately.
  • Coordinate service appointments and maintain communication with in-home service technicians.
  • Ensure service call notes are updated and follow up with customers to confirm satisfaction.
  • Order and track parts with suppliers.
  • Review service call reports and conduct follow-up communications with customers.
  • Facilitate in-store repairs by scheduling pickups and deliveries.
  • Stay informed about warranty programs and communicate their benefits effectively.
  • Collaborate with other departments to resolve issues and enhance service delivery.
  • Exhibit patience and empathy when interacting with customers, maintaining professionalism throughout.
  • Report errors to management and assist in their resolution.
  • Provide constructive feedback to management for process improvements.
  • Participate in training sessions to enhance skills and knowledge.
  • Meet individual and team performance targets.
  • Assist in training new associates through on-the-job guidance.
  • Attend required meetings and training sessions.
  • Provide translation services for non-English speaking customers when possible.
  • Complete all documentation accurately and in a timely manner.
  • Adhere to company health, safety, and quality standards.
  • Report potential safety concerns to management.
  • Support organizational change initiatives positively.
  • Represent the company’s image and values through a positive attitude and adherence to policies.
  • Perform additional duties as required.
SUPERVISORY RESPONSIBILITIES

This position does not include supervisory responsibilities.

QUALIFICATIONS

To excel in this role, candidates must demonstrate the ability to fulfill each key responsibility effectively. The qualifications listed below represent the necessary knowledge, skills, and abilities required.

Skills and Abilities

Effective communication skills in English, both verbal and written, are essential for interacting with customers and team members.

Ability to interpret various documents, including instructions and safety guidelines.

Mathematical skills to perform basic calculations.

Proven ability to manage multiple tasks, prioritize effectively, and utilize time efficiently.

Strong customer service orientation with excellent interpersonal skills.

Adaptability to various communication styles and customer personalities.

Analytical and problem-solving capabilities.

Detail-oriented with strong organizational skills.

Familiarity with computer systems and software.

Knowledge of warranty policies and the ability to promote products effectively.

Ability to remain calm and composed in high-pressure situations.

Empathy and compassion in customer interactions.

Ability to handle a continuous flow of customer inquiries.

Experience in managing challenging customer interactions positively.

WORK ENVIRONMENT

This role involves regular sitting while answering calls and standing for in-person customer interactions. The position requires the use of hands for data entry and communication.

OTHER DUTIES

This job description is not intended to be an exhaustive list of all responsibilities and tasks associated with this position. Duties may change as needed.