United Family of Stores
Sacker Job in Dumas, TX
The Customer Care Representative is responsible for providing excellent service to our Enterprise HomeStore end consumers primarily via phone and email. This position will spend a majority of the workday listening to customer concerns and trouble-shooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind. This position is responsible for learning and understanding all aspects of the retail customer service environment including tech support, furniture protection plans, order fulfillment and delivery confirmation to be able to provide the most optimum service to our customers.
The Customer Care Representative will maintain prompt, efficient and accurate data entry to ensure customer satisfaction. This position will exhibit superior customer service by gaining profound knowledge of product and vendor warranties, as well as a broad understanding of customer service philosophy. This position will provide support and assistance to internal and external customers and have the ability to be self-motivated and to be persuasive with customers, while keeping customer satisfaction and retention as a guiding factor.
The Customer Care Representative must have the skills and ability to keep emotions in check in order to seamlessly move from one situation to the next.
Responsibilities: * Professionally communicate with internal and external customers, such as end consumers, HomeStore staff, service technicians, distribution center staff, delivery drivers, etc. throughout the business day using a variety of methods while simultaneously using the computer to take care of any concerns as requested by the customer. Some of these functions include: check delivery information, product availability and claim status; order replacement parts and schedule service technicians; confirm deliveries; complete post-delivery surveys; etc. * Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the call. Documentation must be clear and concise so that any representative assisting the customer is able to pick up where the previous one left off. * Troubleshoot and resolve issues with defective product, incorrect product, customer perception, etc., to determine the most appropriate method of resolution. Handle customers and/or situations utilizing exceptional customer service, problem solving and negotiation skills to find the best possible resolution to ensure customer satisfaction while keeping company goals in mind. * Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc, and collaborate with approprate personnel to provide timely and satifactory resolution. * For all issues and concerns, follow path-to-resolution process and guidelines to ensure all information possible is received from the customer to determine the most timely and effective method of resolution. Follow-up as needed to ensure proper resolution and customer satisfaction. * Accurately adjust and/or enter customer sales orders, part orders, service technician appointments etc. in the system as needed to ensure proper resolution and customer satisfaction. * Demonstrate the Company's Core and Growth Values in the performance of all job functions.