Customer Care Representative - Furniture, Hybrid Full-Time, Various Schedules with Weekends

About the position

In this role, you will handle inbound and outbound calls, delivering exceptional customer service for furniture and bedding purchases in a culture of hospitality. Colleagues will actively listen to customer needs, assisting with inquiries related to furniture, mattresses, warranties, deliveries, returns, and exchanges, while using product and policy knowledge to resolve issues and ensure seamless experience. Ongoing training and collaboration with other departments will be key to staying informed, addressing customer needs, and supporting sales objectives.

Responsibilities

• Respond to customer inquiries and resolve issues: Address a wide range of customer concerns related to furniture, mattresses, deliveries, returns, and exchanges. Use your expertise to effectively troubleshoot and offer options to resolve issues, ensuring that each customer receives timely and satisfactory solutions.
• Assist with pre-delivery, day-of-delivery, and post-delivery concerns: Provide guidance and support for customers at every stage of the delivery process, including scheduling, working with technicians when inspecting merchandise, tracking, and troubleshooting any delivery issues with drivers that may arise. Ensure customers are informed and satisfied throughout their entire experience.
• Demonstrate product and policy expertise: Utilize comprehensive product knowledge and company policies to offer accurate, clear, and relevant information. Provide solutions tailored to individual customer needs while ensuring adherence to company guidelines and procedures.
• Complete sales and service functions: Actively contribute to the sales process by assisting customers in selecting products that best meet their needs. Provide additional services such as upselling, suggesting complementary items, or answering questions about warranties, ensuring that all interactions align with sales goals and customer satisfaction targets.
• Cross-train in other department functions: Participate in cross-training initiatives to broaden your skillset and gain a deeper understanding of other departmental processes. This flexibility will support your ability to collaborate effectively and adapt to a variety of customer service needs across the business.
• Maintain consistent attendance and reliability: Demonstrate a strong work ethic by maintaining regular attendance and punctuality. Your reliability will be critical to the success of the team and the overall customer service experience.

Requirements

• High School Diploma or equivalent.
• 6 months of call center experience.
• Strong communication skills, with the ability to engage customers over the phone and resolve issues professionally.
• Proven customer service experience, with the ability to manage concerns and handle confidential information.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Nice-to-haves

• Familiarity with macys.com or bloomingdales.com is a plus.

Benefits

• Comprehensive health and wellness coverage
• 401(k) match
• Paid time off
• Eight paid holidays
• Continuous learning and leadership development
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice