Customer Care Team Lead

5 days ago


High Point, North Carolina, United States Flexsteel Full time
Customer Care Team Lead

The Customer Care Team Lead plays a critical role in delivering exceptional customer experiences for Flexsteel. This position requires a strong understanding of customer needs and expectations, as well as the ability to develop creative solutions to meet those needs.

Key Responsibilities
  • Provide guidance and support to enhance overall performance and efficiency
  • Ensure accurate and consistent tracking of attendance and adherence to company policies
  • Manage escalated customer inquiries to ensure prompt and satisfactory resolution
  • Act as Voice of the Customer, communicating customer needs and expectations within Flexsteel
  • Work independently within established procedures requiring minimal escalation
  • Respond timely with customized responses to customer inquiries via email, phone, and chat
  • Coordinate and communicate effective resolution for unique, complex scenarios
  • Diagnose and resolve product concerns both inside and outside of the warranty period
  • Support order management requirements received via email, EDI, and customer portals
  • Capture appropriate information in a customer relationship management (CRM) application
Qualifications
  • Team Player: Works well as a member of a group
  • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Flexsteel is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran or disability status. For more information visit the United States Department of Labor website.



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