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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. Our ideal candidates are those who thrive on assisting others and possess a strong commitment to customer satisfaction.

Compensation: $19.00 per hour

Role Summary

This role is pivotal in ensuring customer contentment by addressing issues promptly and managing expectations effectively to prevent potential concerns.

Key Responsibilities

  • Handle a significant volume of inbound and outbound communications professionally and efficiently, ensuring all inquiries are resolved to the highest standards.
  • Utilize established communication protocols when addressing various topics.
  • Assess customer needs, clarify details, investigate issues, and offer solutions or alternatives.
  • Address product or service complaints by identifying the root cause, proposing effective solutions, and following up to confirm resolution.
  • Identify opportunities to promote additional products or services when appropriate.
  • Establish and maintain trusting relationships through open communication and proactive engagement.
  • Respond promptly to all electronic communications and complete associated tasks.
  • Organize and manage delivery/service schedules while ensuring accuracy in customer accounts.
  • Follow up with customers regarding their inquiries to ensure complete resolution of issues.
  • Document all relevant customer and product information accurately in the company’s operating system.
  • Determine warranty coverage and coordinate with manufacturers or warranty providers as necessary.
  • Manage service appointments and document technician interactions to ensure service quality.
  • Monitor parts orders and coordinate in-store repairs as needed.
  • Stay informed about updates to warranty programs and communicate these effectively.
  • Collaborate with other departments to enhance service delivery and resolve issues.
  • Exhibit patience and empathy when interacting with customers, maintaining professionalism throughout.
  • Report any discrepancies to management and assist in their resolution.
  • Contribute feedback for process improvements.
  • Participate in training sessions to enhance personal and team performance.
  • Assist in the training and development of new associates.
  • Maintain compliance with all company policies and safety standards.

Qualifications

To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following skills and attributes are essential:

  • Proficient communication skills in English, both written and verbal.
  • Ability to interpret various documents and instructions.
  • Mathematical skills for basic calculations.
  • Strong organizational skills and the ability to manage multiple tasks.
  • Customer-centric mindset with excellent interpersonal skills.
  • Analytical thinking and problem-solving capabilities.
  • Detail-oriented with strong computer skills.

Work Environment

This position involves regular interaction with customers via phone and in person, requiring effective communication and mobility within an office setting.

Education and Experience

A high school diploma or equivalent is preferred. Previous experience in retail customer service is advantageous.