Careers at Bob’s Discount Furniture

Customer Care Email Representative 2 ($15.75/hr) in Call Center Taftville, CT at Bob's Discount Furniture

Date Posted: 7/28/2020

Job Snapshot

Job Description

Customer Care Email representatives provides quality customer service by telephone and/or e-mail to Bob’s Discount Furniture customers and internal staff in an efficient and highly professional manner. Responds to concerns relative to furniture purchases, deliveries and warranty claims. Functions in a “hybrid” capacity, operating in various focused areas of the department including,but not limited to Core, Team Support,and E-mail support. Ensures that own work is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on Company intranet.

Job Responsibilities

  • Provides quality customer service by telephone, e-mail and/or chat to Bob’s Discount Furniture Customer Care staff and customers, in an efficient and highly professional manner
  • Responds to concerns relative to furniture purchases, deliveries and warranty claims generally of a more complex nature, requiring escalated, specialized attention
  • Functions in a “hybrid” capacity, operating in various focused areas of the department including but not limited to Core Team Support, E-mail Support, and Escalations
  • Communicates effectively with outside vendors and/or resources
  • Supports Customer Care associates by offering direction in problem resolution, decision making, and taking over those calls that require it
  • Consistently and effectively offers feedback to Supervisors and Management regarding areas that require attention, primary focus on department needs
  • Accepts inbound and may make outbound calls to respond to customer concerns. Responds to e-mail correspondence as needed.  Provides follow-up as needed to ensure customer satisfaction
  • Answers incoming calls, while maintaining an exceptional response rate and offering quality service according to department standards
  • Consistently utilizes tools and support provided to determine appropriate direction and steps required to gain customer satisfaction while balancing both the Company’s needs and those of the customer
  • Maintains and displays a comprehensive knowledge of department and company practices and policies. Consistently ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained
  • Performs with a high degree of accuracy maintaining written work within expectations
  • Responsible for knowledge and expertise in utilizing technology and software used by the Company
  • May support less experienced personnel through side by side “buddying,” to help in answering immediate questions and guidance toward continued improvement of performance
  • Performs other duties and participates in special projects as required
  • Decision Making Responsibilities:
    • Under the direct supervision of the team supervisor, work is performed independently within and outside of established policies and procedure, and is regularly reviewed.  Procedures and processes should be adapted to address unusual situations.  Minimal supervisory approval may be required
  • This position will be required to process account transactions that may impact customer’s payment history and account balances

Required Qualifications

  • High school Diploma or equivalent
  • Proven customer service and problem resolution skills
  • Demonstrated ability to work efficiently in a challenging fast-paced environment
  • Demonstrated strong verbal and written communication skills
  • Excellent organizational and time management skills
  • Proven ability to multi-task and apply knowledge of various job responsibilities effectively
  • Displays an ability to lead through example
  • Ability to make sound decisions within and outside of established policies
  • Displays competancy as a “subject matter expert” regarding company policy and processes
  • Strong computer skills and familiarity with keyboarding and Windows based programs
  • Generally 6 months to 1 year experience in Bob’s Discount Furniture Customer Care required

Preferred Qualifications

  • 2+ years customer service experience is preferred

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.