Service Advisor

Job Title: Service Advisor (Furniture Service Company)
Job Summary:
As a Service Advisor for our furniture service company, you will be the primary point of contact for our customers seeking assistance with furniture-related inquiries, orders, and concerns. You will provide exceptional customer service by addressing customer inquiries, resolving issues, and ensuring customer satisfaction. Additionally, you will liaise between customers and other departments to coordinate furniture repairs, and installations.
Responsibilities:
Provide courteous and professional assistance to customers via phone, email, or in-person regarding furniture inquiries, repairs, and warranties.
Address customer concerns, complaints, and inquiries promptly and effectively, striving to achieve first-call resolution whenever possible.
Coordinate furniture repairs, including scheduling times, communicating with field technicians, and ensuring accurate and timely repairs in customers' locations.
Process customer orders, repairs, and charges accurately and efficiently, following company policies and procedures.
Collaborate with other vendors and logistics to ensure seamless coordination and execution of customer requests.
Keep accurate records of customer interactions, transactions, inquiries, and complaints using our customer relationship management (CRM) system.
Educate customers about furniture care, maintenance, and assembly instructions to enhance their ownership experience.
Stay updated on product knowledge, pricing, and company policies to provide accurate information to customers.
Identify opportunities for process improvements and customer service enhancements and provide feedback to management for consideration.
Requirements:
High school diploma or equivalent; associate or bachelor's degree preferred.
Proven experience in customer service or a related field, preferably in the furniture industry.
Excellent communication skills, both verbal and written, with a polite and professional demeanor.
Strong problem-solving abilities and the capacity to handle challenging customer interactions with empathy and patience.
Ability to multitask and prioritize tasks in a fast-paced environment while maintaining attention to detail.
Proficiency in using computer systems, including CRM software, Microsoft Office Suite, and other relevant applications.
Knowledge of furniture products, materials, and construction methods is advantageous.
A positive attitude, team player mentality, and a commitment to providing exceptional customer service.
Note: This job description is intended to convey information essential to understanding the scope of the position and is not exhaustive. Duties and responsibilities may evolve or change over time to meet the needs of the business.