Careers at Bob’s Discount Furniture

Customer Care Representative 1 in Call Center Taftville, CT at Bob's Discount Furniture

Date Posted: 2/13/2020

Job Snapshot

Job Description

Customer Care Representative 1

The Customer Care/Call Center Representative provides quality customer service primarily by telephone, to Bob’s Discount Furniture customers and internal staff in an efficient and highly professional manner.  This role ensures customer satisfaction with the support of more experienced personnel, responds to concerns relative to furniture purchases, deliveries and warranty claims, and ensures that own work is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on the Company intranet.

Job Responsibilities

  • Answers incoming calls, while maintaining an acceptable response rate and offering quality service according to department standards
  • Effectively 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
  • Develops basic knowledge of department and company practices and policies. Ensures customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained
  • Effectively processes account transactions, ensuring written work is within expectations
  • Responsible for knowledge and expertise in utilizing technology and software used by the Company
  • Performs other related duties and participates in special projects as required
  • Decision Making Responsibilities:
    • Under the direct supervision of the team supervisor, work is performed independently within established policies and procedure, and is regularly reviewed. Procedures and processes may be adapted to address unusual situations with supervisory/escalations approval
  • Financial Responsibilities:
    • This position will be required to process account transactions that may impact payment history and account balances
  • Supervisory Responsibilities:
    • This position does not have any Supervisory responsibilities

Required Qualifications

  • High School Diploma or equivalent
  • Strong customer service, and problem resolution skills
  • Strong verbal communication skills
  • Ability to make sound decisions within established policies
  • Strong computer skills and familiarity with keyboarding and Windows based programs

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.