What are the responsibilities and job description for the Customer Care Representative (Bilingual) position at UNITED FACTORY FURNITURE CORP?
Description
CUSTOMER CARE POSITION LOCATED AT WALKER FURNITURE CHEYENNE WAREHOUSE
SUMMARY
Responsible for ensuring customer satisfaction and resolving issues and concerns in a timely manner about their product or services.
Requirements
PRIMARY DUTIES AND RESPONSIBILITIES:
1. Primarily responsible for routinely answering and calling our customers. Contacts often relate to service issues, scheduling, condition of product, compliments and concerns about their delivery, service or the merchandise
2. Focus on regularly exercising tact and diplomacy to deescalate customer situations who have concerns about the merchandise delivered, delivery personnel, or purchase issues within a timely manner
3. Required to research merchandise item specifics, delivery dates, order service needed and determines timely resolutions
4. CSR related duties may be assigned as a primary responsibility or may be handled interchangeably
5. Required to regularly troubleshoot customer service concerns in which the customer is requesting special handling by a manager.
6. Required to maintain a high level of follow-up communication that takes all guess work out of the customer’s hands
7. Responsible for accurate inventory and merchandise record keeping related to the work being performed.
8. Required to verify if replacement merchandise is in stock and complete a variety of forms and administrative documents.
9. Ensures that high value items and issues are brought to the attention of the manager and seeks approval where necessary.
10. Responsible for notifying the supervisor of erroneous information and necessary corrections.
11. Required to assist with organizing the work area and work functions to always maintain safety and orderliness.
12. Performs other duties as assigned.
13. Bi-lingual English and Spanish required.
QUALIFICATIONS
- Multi-tasking and independent work performance
- De-escalation of customer situations
- Excellent customer service skills not limited to working with outside vendors and internal and external customers
- Ability to follow basic instructions not limited to reading and interpreting documents
- Willingness to learn and thrive off change
- Excellent communication skills
- Computer & MS Office skills. Data entry—type while talking to customer
- Enjoy a fast-paced environment.
- The Ability to work a flexible work schedule that may include days, weekends and holidays, as required.
MINIMUM EDUCATION/EXPERIENCE
We prefer that qualified candidates have at least 1-year experience in call center or customer service. We are willing to train the right person. Moderate computer skills MS Office. Excellent customer service skills. High School diploma or GE, bi-lingual.
PHYSICAL DEMANDS
Prolonged periods sitting at a desk and working on a computer.