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Customer Support Specialist I

2 months ago

Swansea, Massachusetts, United States Cardis Furniture & Mattresses Full time

Position Overview

The Customer Support Specialists at Cardis Furniture & Mattresses are enthusiastic and approachable individuals dedicated to delivering exceptional service to our clientele. They handle inquiries, manage service requests, and ensure customer satisfaction with a positive and service-oriented mindset.

Compensation: $19.00 per hour

Key Responsibilities

To maintain customer satisfaction by addressing issues promptly and managing expectations effectively. The primary duties include:

  • Handling a high volume of inbound and outbound communications professionally and efficiently, ensuring all customer inquiries are resolved satisfactorily.
  • Utilizing communication protocols to navigate various topics and inquiries.
  • Identifying customer needs, clarifying details, and providing appropriate solutions or alternatives.
  • Addressing product or service complaints by determining the root cause and implementing effective solutions.
  • Proactively seeking opportunities to promote additional products or services.
  • Building lasting relationships with customers through transparent and engaging communication.
  • Responding promptly to electronic communications and completing associated tasks.
  • Coordinating and scheduling deliveries and services while ensuring accuracy in customer accounts.
  • Following up with customers regarding their inquiries to ensure all issues are resolved.
  • Documenting all customer interactions and concerns accurately in the company's system.
  • Investigating warranty claims and determining the appropriate course of action.
  • Managing service appointments and ensuring effective communication with service technicians.
  • Maintaining up-to-date records of service calls and customer feedback.
  • Ordering necessary parts and monitoring their status with suppliers.
  • Reviewing open service calls and following up with customers as needed.
  • Facilitating in-store repairs and coordinating logistics for pickups and deliveries.
  • Staying informed about warranty programs and communicating their benefits effectively.
  • Collaborating with other departments to resolve issues and enhance service delivery.
  • Exhibiting patience and empathy when interacting with customers, especially in challenging situations.
  • Reporting any discrepancies or errors to management and assisting in their resolution.
  • Providing constructive feedback for process improvements.
  • Participating in training sessions to enhance personal and team performance.
  • Assisting in the onboarding and training of new team members.
  • Completing all documentation accurately and in a timely manner.
  • Adhering to all company policies, safety standards, and regulations.
  • Contributing to a positive work environment by supporting organizational changes.

Qualifications

To excel in this role, candidates should possess:

  • Effective communication skills in English, both verbal and written.
  • The ability to interpret various documents and instructions.
  • Basic mathematical skills for handling transactions.
  • Strong multitasking abilities and time management skills.
  • A customer-centric approach with excellent interpersonal skills.
  • Analytical and problem-solving capabilities.
  • Attention to detail and strong organizational skills.
  • Familiarity with computer systems and software.
  • Knowledge of warranty policies and the ability to sell services.
  • The capacity to remain calm under pressure and manage customer expectations.

Work Environment

This role involves regular communication via phone and in-person interactions, requiring the ability to sit or stand for extended periods. Candidates should be comfortable handling various tasks and possess the physical ability to lift up to 50 lbs when necessary.

Education and Experience

A high school diploma or equivalent is preferred, along with prior experience in customer service or retail settings.