Description

Walker Furniture

Location: Cheyenne Warehouse / Distribution Center

Position: Customer Care Representative 

Schedule: Must have open, flexible availability; including weekends

Work for a well-established family-owned company that is rapidly expanding!

SUMMARY:

Responsible to Receive and respond to a wide variety of customer calls, such as delivery date changes and complaints regarding damaged items and/or service, with a focus on customer service and resolution

PRIMARY DUTIES AND RESPONSIBILITIES:

• Primarily responsible for routinely receiving customer calls. Contacts often relate to service issues, scheduling, damaged goods, compliments and complaints about their delivery or the merchandise

• Focus on regularly exercising tact and diplomacy to diffuse angry customers who have complaints about the merchandise delivered, delivery personnel, or purchase issues within a timely manner

• Required to research merchandise item specifics, delivery dates, order service needed and determines complaint resolutions

• CSR related duties may be assigned as a primary responsibility or may be handled interchangeably

• Required to regularly troubleshoot customer service complaints in which the customer is requesting special handling by a manager.

• Required to maintain a high level of follow-up communication that takes all guess work out of the customer’s hands

• Responsible for accurate inventory and merchandise record keeping related to the work being performed.

• Required to verify if replacement merchandise is in stock and complete a variety of forms and administrative documents.

• Ensures that high value items and issues are brought to the attention of the manager and seeks approval where necessary.

• Responsible for notifying the supervisor of erroneous information and necessary corrections.

• Required to assist with organizing the work area and work functions to maintain safety and orderliness at all times.

• Performs other duties as assigned

Requirements

QUALIFICATIONS:

• High school diploma or general education degree (GED)

• At least 1-year experience in a call center environment

• Multi-tasking and independent work performance

• De-escalation of angry customers

• Excellent customer service skills not limited to working with outside vendors and internal and external customers

• Ability to follow basic instructions not limited to reading and interpreting documents

• Willingness to learn and thrive off change

• Excellent communication skills, Computer & MS Office skills. type at least 25 wpm and enjoy a fast-paced environment.

• Ability to work a flexible work schedule that may include days, evenings, weekends and holidays, as required.

PHYSICAL DEMANDS:

The employee is regularly required to use hands to operate common office equipment. Regularly works in a sedentary manner in an office environment

Walker Furniture offers Full-Time employment benefits such as:

• Paid vacation & sick time
• A comprehensive medical and dental plan
• Paid Holidays
• Generous employee discounts
• 401K Benefit with employer matching contributions