What are the responsibilities and job description for the Customer Service Ambassador position at Hooker Furniture?
The Company:
Hooker Furnishings Corporation (HOFT), in its 101st year of business, is a designer, marketer and importer of case goods (wooden and metal furniture), leather furniture and fabric-upholstered furniture for the residential, hospitality and contract markets.
Based in Martinsville, VA with administrative offices in High Point, NC, domestic production facilities in Hickory, NC and Bedford, VA and distribution warehouses in Martinsville, VA, Hooker Furniture is ranked among the nation’s largest publicly traded furniture sources. Hooker Furniture also operates multiple showrooms in High Point, NC and Las Vegas NV, and administrative offices in Vietnam.
Overview:
The Service Ambassador is responsible for coordinating sales and consumer support activities, managing orders, and delivering exceptional customer service to Hooker Furniture customers. The Service Ambassador is responsible for coordinating customer sales, service and consumer support activities, managing orders, and delivering exceptional customer service to Hooker Furniture customers.
Other Requirements:
Candidates must demonstrate a high level of organization and attention to detail, possess excellent time management and problem-solving abilities, and effectively prioritize tasks in a multitasking environment. A positive work attitude, strong written and verbal communication skills and proficiency in basic MS Office.
Key Responsibilities:
- Effectively manage a high volume of inbound telephone calls
- Generate and qualify sales leads
- Assess and identify customer needs to ensure satisfaction
- Foster and maintain strong, trusting relationships with customer accounts through transparent and responsive communication
- Deliver accurate, comprehensive information utilizing appropriate tools and methods
- Achieve individual and team sales targets as well as call handling benchmarks
- Address customer complaints by providing timely and effective solutions, ensuring thorough follow-up and resolution
- Maintain detailed records of customer interactions, process account documentation, and file necessary paperwork
- Adhere to established communication procedures, guidelines, and organizational policies
- Consistently strive to enhance customer engagement and satisfaction
- Strong ability to partner and collaborate with colleagues to reach common goals and project deadlines.
- Identify Brand Items, Parts & Service Components to Enter and Manage Service Needs
- Review Claims: Assessing claim submissions, verifying policy coverage, and determining the legitimacy of claim(s).
- Support with Investigation and Documentation: Conducting thorough review, gathering supporting documentation, and maintaining accurate records.
- Other duties as assigned
Qualifications:
- Demonstrated experience in customer support or as a Client/Customer Service Representative
- Proven record of exceeding performance quotas
- Strong telephone communication and active listening skills
- Familiarity with CRM systems and related practices
- Quickly identify Brand Components and Parts
- Customer-centric approach with adaptability to diverse personalities
- Excellent communication and presentation abilities
- Capable of multitasking, prioritizing workloads, and managing time efficiently
- High school diploma required
Why should you apply?
- A company dedicated to fostering a welcoming and supportive workplace where all individuals are valued and respected
- Competitive compensation and bonus plan
- Successful and stable organization for over 95 years
- Multinational, global organization with 11 locations in the US and offices in Vietnam and China
- Strong corporate initiatives to continue to grow the organization
- A culture that encourages forward-thinking, team-building and creative problem solving
- Career development focus including training opportunities and leadership development programs
- Tuition reimbursement program
- Emphasis on charitable giving and volunteering in our communities
- Focus on ESG (Environmental, Social, and Corporate Governance)
- Comprehensive medical, dental, vision plans including a generous employer health saving account (HSA) contribution each plan year
- Matching 401k employer contributions
Shift: On-Site, Monday to Friday, 8 AM - 5 PM.
Pay: $40,000–$55,000 annually
Salary : $40,000 - $55,000