Case Initiator

Position Overview

The Customer Service Case Initiator will be responsible for the intake of cases originating from customers, including our deliver drivers, and utilizing their problem-solving skillsets and decision making skills to route the case to the appropriate path for expedited resolution.  This role requires excellent communication skills, attention to detail, and a strong commitment to customer satisfaction. You will be the primary liaison between our customers, including drivers and various internal departments, ensuring that each case is handled professionally, efficiently and effectively.

Essential Functions and responsibilities

• Case Initiation: Initiate cases via intake calls, determine appropriate and most desirable path for resolution and move to next step for resolution. Enter relevant information into the customer service management system.
• Customer Communication: Engage with customers via phone, email, and chat to gather necessary information and provide updates on case status.
• Case Management: Monitor the progress of each case, ensuring timely follow-up and resolution. Coordinate with internal departments such as sales, delivery, and inventory to address customer issues.
• Problem Resolution: Identify and analyze customer concerns, and work collaboratively with team members to develop solutions and resolve issues to the customer's satisfaction.
• Documentation: Maintain accurate and detailed records of customer interactions, case status, and resolution outcomes. Ensure all case documentation is complete and up-to-date.
• Customer Advocacy: Act as the customer’s advocate within the company, ensuring their needs are met and their concerns are addressed promptly.

• Personal Attributes:
  • Customer-focused with a positive and empathetic attitude.
  • Team player with a collaborative approach.
  • Proactive and self-motivated with a strong work ethic.

Working conditions

This job is an onsite position that operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical requirements

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary

Required Education and Experience

Education: High school diploma or equivalent required; associate's degree or higher preferred.

Experience: Minimum of 1-2 years of experience in a customer service role, preferably in a retail or furniture industry environment.

Skills:

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in Microsoft Office Suite and customer service management software.
• Ability to handle multiple cases simultaneously and work under pressure.
• Exceptional organizational and time-management skills.