Careers at Bob’s Discount Furniture

Customer Care Representative 2 in Manchester, CT at Bob's Discount Furniture

Date Posted: 10/2/2021

Job Snapshot

Job Description

Summary

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.



Typical Functions

Provides quality customer service by telephone, e-mail and/or chat, to Bob’s Discount Furniture customers and internal staff, in an efficient and highly professional manner. 

Responds to and resolves 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, E-mail support, and potentially training for Leadership capasity.

Communicates effectively with outside vendors and/or resources.

Accepts inbound and makes 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.

Resolves more complex customer concerns effectively and independently.

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.

Performs other duties and participates in special projects as required.

The above statements are intended to describe general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.

Decision Making Responsibilities:

Under the direct supervision of the E-Mail Team Operations Supervisor; work is performed independently within and outside of established policies and procedure, and is regularly reviewed. Procedures and processes may be adapted to address unusual situations. Some supervisory/escalations approval may be required.

Financial Responsibilities:

This position will be required to process account transactions that may impact customer’s payment history and account balances.

Supervisory Responsibilities:

This position does not have Supervisory responsibilities.



Qualifications:



Education and Experience

-     High school Diploma or equivalent

-     2+ years customer service experience is preferred

Knowledge, Skills, Abilities

-     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

-     Is a highly motivated individual and a self starter

-     Works well in a team setting

-     Ability to make sound decisions within and outside of established policies

-     Strong computer skills and familiarity with keyboarding and Windows based programs



Other requirements:

-     Generally 6 months to 1 year experience in Bob’s Discount Furniture Customer Care required.

Training:

This position is provided on the job guidance and cross training as needed.

American Disabilities Act (ADA) Job Description

Standing or Walking -    10%

Keying/Phone Work -     90%

Driving -                         0%

Bending -                      0%

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.