Customer Service Representative II

5 days ago

Coon Rapids, Minnesota, United States HOM Furniture Full time
About the Role

We are seeking a highly skilled and customer-focused Customer Service Representative II to join our team at HOM Furniture. As a key member of our customer service team, you will be responsible for providing exceptional customer service and support to our customers.

Key Responsibilities
  • Answer incoming customer service calls and resolve all questions, requests, and changes to ensure the highest level of customer satisfaction.
  • Assist in internal customer service and conduct follow-up calls to customers in a timely manner to resolve any and all customer issues.
  • Enter account notes that describe in detail customer situations and how they are being resolved.
  • Interact with other departments as necessary to resolve, prevent problems, and improve existing procedures and systems.
  • Assist with training and developing of new customer service representatives.
  • Schedule service or exchanges when needed through HOM and outside services.
  • Update customers regarding delivery and service appointment time frames.
  • Attend training to gain advanced knowledge of manufacturers' warranties as well as HOM Guard warranties.
  • Attend all training events and Contact Center department meetings.
  • Promptly respond to all emails and complete tasks associated with them.
  • Complete all assigned reporting.
  • Schedule delivery/services while making sure of account accuracy.
  • Schedule pick-up for customer product at various locations.
  • Meet department logged phone standards of 80% or higher.
  • Manage Service orders & maintain contact w/ customer every 48 V 72 hours.
  • Work ASR (After Service Reports) on a daily basis - as assigned by ACS X Complete Actions on a daily basis.
  • Be responsible for over 60/90 and current status on a weekly basis.
  • Work closely with purchasing to maintain contact with manufacturers on parts ordered and product concerns.
  • Provide Good Customer Focused decisions as it relates to product/warranty solutions and compensation.
  • Help support Level 1 Coordinators when needed or assigned.
  • Complete all additional work/projects as assigned by management.
Requirements
  • Must have or be currently working towards a high school diploma or general education degree (GED).
  • 1 year of related experience and/or training.
  • Require skills to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Ability to write routine reports and correspondence.
  • Possess skills to speak effectively before groups of customers or employees of organization.
  • Demonstrate the ability to communicate in English, both verbally and in written format.
  • Mathematical aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Also requires skills to compute rate, ratio, and percentage and the ability to draw and interpret bar graphs.

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