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