What are the responsibilities and job description for the Call Center Specialist position at Morris Furniture Co.,INC.?
CUSTOMER CARE SPECIALIST
Our Values:
At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.
Purpose:
As a Customer Care Specialist, you play a key role in ensuring exceptional service experience for our customers. You will partner with internal departments, external partners, and customers to resolve issues efficiently and effectively. Your ability to provide quick, empathetic, and high-quality resolutions helps drive customer loyalty and strengthen our brands. Your key responsibility is to assist the customer care agents in resolving customer inquiries.
Essential Functions: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.
- Thrive in a fast-paced environment by connecting with customers and internal teams to quickly resolve customer inquiries and issues through multiple contact channels.
- Support, coach, and train Customer Care team members daily to promote consistent and effective problem-solving.
- Serve as the primary point of contact for customers until their concerns are fully resolved.
- Provide timely follow-up to customers, senior management, and store leaders through phone or written communication.
- Respond to all inquiries professionally, using sound judgment and a sense of urgency to prevent escalation.
- Maintain detailed tracking of all work received and completed daily.
- Monitor team performance and ensure that all communication channels — phone, email, chat, and text — are handled within established service-level goals.
- Conduct root cause analysis to identify trends in escalated issues and collaborate with leadership to implement coaching or training opportunities.
- Partner closely with warehouse, delivery, and store operations teams to resolve service-related concerns and enhance the overall customer experience.
- Collaborate with internal teams and external partners to resolve escalated issues with urgency and empathy across all contact channels, including store Google Reviews.
- Assist in improving business processes by developing and sharing training materials that enhance team performance and communication flow.
- Perform other duties and responsibilities as assigned.
Qualifications:
- Ability to diffuse escalated issues by delivering excellent customer service, being knowledgeable and resolving issues.
- Manage multiple, on-going, and high priority assignments at the same time with excellent follow up skills.
- Excellent verbal and written skills.
- Ability to anticipate needs of customer to prevent future inquiries.
- Advanced computer skills and familiarity with Microsoft Office is a plus.
- Experience using a Customer Relationship Management (CRM) tool is preferred.
Work Requirements:
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, the employee is regularly required to stand, sit, talk, hear, see, bend, twist, and lift 50 pounds.This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employee.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person
