GUEST SERVICES COORDINATOR - HAYNES FURNITURE

Guest Service Lead

Provide the highest level of service and attention to our guests while supporting store operations from point of sale through delivery and post-delivery customer service. The Guest Service Lead serves as a professional brand ambassador, assists both internal and external customers, and helps ensure an exceptional guest experience while supporting store profitability.

Essential Responsibilities

• Provide exceptional customer service by assisting guests with orders, questions, concerns, payments, deliveries, pickups, and post-delivery needs.
• Confirm deliveries at the point of sale and complete the required 3-Day-Out Delivery Confirmation process.
• Schedule deliveries and customer pickups while ensuring all information is accurate and complete.
• Answer incoming calls promptly and professionally, providing timely resolutions to customer questions and service opportunities.
• Manage incoming and outbound customer communications with a high level of professionalism and urgency.
• Open, schedule, and maintain service orders; gather all required information, photos, and documentation for the Customer Service/Service Department.
• Complete the Service Confirmation Process by contacting guests approximately two days prior to their scheduled service appointment.
• Audit documents for accuracy and scan/upload required paperwork into DOMA, including sales orders, financing documents, and store closing reports.
• Process approved even exchanges and ensure all required documentation is attached, including photos, return authorizations, and Warranty Protection Plan claim approvals.
• Complete credit memo documentation accurately and in a timely manner.
• Assist guests with purchases and process credit card and cash payments while maintaining accurate cash balances.
• Perform daily cash balancing and ensure all transactions are properly documented.
• Identify and resolve customer issues involving damaged merchandise, incorrect deliveries, incorrect tags, or order entry errors.
• Partner with store leadership and appropriate departments to resolve customer concerns efficiently while protecting the customer experience and store profitability.
• Provide accurate information and follow through on customer requests to ensure the highest quality of service.
• Maintain accurate DOMA records and ensure required documentation is properly filed and accessible.
• Demonstrate a culture of respect, adaptability, teamwork, accountability, and a strong work ethic.
• Serve as a positive representative of the Company and uphold our commitment to exceptional guest service.
• Maintain a thorough understanding of and compliance with Company policies and procedures as outlined in the Employee Handbook.
• Remain flexible with scheduling and be available to support business needs as required.
• Perform other duties and responsibilities as assigned by management.

What We're Looking For

• Strong customer service and communication skills.
• Professional, positive, and solutions-oriented approach.
• Ability to multitask and prioritize in a fast-paced retail environment.
• Strong attention to detail and accuracy when handling orders, payments, documentation, and customer information.
• Ability to problem-solve independently while knowing when to escalate concerns to leadership.
• Strong organizational skills and the ability to follow established processes and procedures.
• Ability to work effectively with customers, coworkers, leadership, and cross-functional teams.
• Dependable, adaptable, and willing to assist wherever needed to support the team and our guests.

Ability to create a “high level” service environment for guests. Dynamic and outgoing personality, effective communication skills both written and verbal. Solid math and computer skills. Must have critical thinking ability to solve problems, make quick decision in fast paced environment while demonstrating strong interpersonal relationship skills.

PHYSICAL DEMANDS/ ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, employees are frequently required to sit, and use their hands and fingers to operate a computer keyboard, mouse, or write. They are regularly required to walk, stand, speak, see or hear. Special vision abilities required by this job include the ability to focus clearly on numbers and figures. Occasionally, lifting 25 pounds may be required.

TOOLS OR EQUIPMENT USED ON THE JOB: Telephone, computer, printer, calculator, scanner, copier, and other general office equipment.

EDUCATION AND TRAINING:

• Education: High school diploma
• Experience: Previous customer service experience and/or call center experience. Second language appreciated- but not necessary.

Why You’ll Love Working With Us

• Uncapped Commission – Once you complete training, you transition to full commission with the ability to earn as much as you want.
• Weekly Pay – Get paid every week for your hard work!
• Promotions & Incentives – Special sales events and promotions mean even more opportunities to boost your earnings.
• Growth Opportunities – We promote from within and provide ongoing support to help you grow your career.

  For full-time associates we offer a comprehensive benefits package designed to support your health and financial well-being

• $1,000 in Milestone Bonuses! - Earn $500 at 6 months and another $500 at 1 year for associates who remain actively employed and meeting performance expectations.
  

  Benefits Include:

  • Generous paid time off beginning within the first 120 days
  • Associate discounts on already exceptional values
  • Medical, dental, and vision coverage
  • • High-deductible medical plans include company-funded HSA contributions
  • Company-paid basic life insurance
  • • Optional supplemental and dependent life insurance
  • Short-term and long-term disability plans
  • Flexible Spending Accounts and legal resources plan
  • 401(k) retirement plan with company contribution

  About the Company

  Haynes Furniture and The Dump is a fourth-generation, family-owned company founded in Norfolk, Virginia in 1898. For more than 125 years, we’ve remained committed to delivering exceptional value, quality, and service. What began as a single store has grown into one of the nation’s largest home furnishings retailers, with locations across Virginia, Georgia, Illinois, Texas, and Arizona.

  
  

  Purpose

  To inspire ourselves and our community to never settle on quality, value, and service.

  
  

  Values

  Respect · Quality · Grit · Growth

  
  

  Equal Employment Opportunity

  Haynes Furniture and The Dump is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All qualified applicants will receive consideration for employment without regard to these factors.