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Jordan's Furniture Call Center Representative in East Taunton, Massachusetts

Creative Thinker? Problem Solver? Helpful? Join our Customer Service Department. Jordan’s Furniture, a leader in the furniture retail market is adding staff to our Customer Service call center. We are a growing, stable company that is built on family values and attracting and retaining great employees is one of our top priorities. Jordan’s Furniture is looking for a career-focused individual to work for our highly regarded Service department. The starting pay is $18.00/hour with potential promotion with salary increase at 6 months. The hours of this position are: Tuesday - Saturday; 8:30 am - 5:00 pm.

  • Answers a high volume of inbound & outbound calls from customers to schedule, coordinate and confirm delivery of merchandise and schedule service/repair calls and any other customer concerns with the intent of providing customer satisfaction and retention. Enters customer information into customer service software to document each call.

  • Investigates and resolves issues, including but not limited to; service, delivery, bedding, Piece Of Mind warranty, protection that require further research and follows up with customers.

  • Approves and/or processes special customer concessions including returns, credits, adjustments and exchanges.

  • Makes system changes on delivery orders that are in the routing and/or truck-loading process; notifies appropriate personnel.

  • Provides customers with product and pricing information for repair services outside of warranty.

  • Reviews and acts upon manufacturer’s warrantied issues, processes service appointments, customer returns and exchanges.

  • Troubleshoots inventory/sales orders to confirm order is complete.

  • Researches and troubleshoots product issues/questions in order to clarify/avoid potential service issues.

  • Responds to calls from delivery drivers and service technicians. Assesses and resolves customer situations to ensure customer satisfaction.

  • Processes customer payments for sales orders with balances due and process returns (CRMS) for preference reasons.

  • Acts as a liaison between customer, Jordan’s and warranty provider or mattress inspection company to resolve warranty issues.

  • Analyzes, updates and follows up on Customer Relations reports.

  • 2 to 4 years related Customer Relations experience or equivalent education/experience

  • Proficiency in MS Office, Outlook and Internet

  • Ability to type accurately and efficiently, minimum of 35 wpm

  • Strong oral/written communication skills and ability to professionally interact with internal and external customers

  • Ability to multi-task and work in a fast-paced environment

  • Strong analytical, critical thinking and problem solving skills

  • Strong attention to detail

  • Ability to work in a team environment

  • Ability to handle difficult customers with ease

  • Strong organizational/ time management skills

Happy, healthy employees are our goal, and our benefits help J-Team members balance physical, financial, professional, social and emotional well-being. If you're ready to make a difference in your career, we are interested in speaking with you!

Jordan’s Furniture is an Equal Opportunity Employer

Nights & Weekends Required: Yes

Work Schedule Days & Hours: Tuesday- Saturday; 8:30 am - 5:00 pm

External Company Name: Jordan's Furniture

External Company URL: www.jordans.com

Street: 450 Revolutionary Drive

Telecommute: No

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