Customer care associate job description

Grow with our team as a Customer Care Associate at our Furniture Mart USA Corporate Office in Sioux Falls, SD!

Make a positive difference by playing a key role in achieving our customer satisfaction! This exciting opportunity allows you to utilize your excellent customer service skills while being a part of a fun, friendly, family-like team.
NO sales or collections involved!


Full-Time (40 hrs/wk): Monday-Friday, 10:00AM-7:00PM Alternating Weekends
Competitive Wage: $18/hour
Answer incoming calls from customers
Order parts for our customers, stores, and warehouses
Schedule sales orders, exchanges, credit memo's, and in-home repairs
Follow-up with customers
Process cancellations & reschedule deliveries
Contact customers to schedule furniture deliveries


WHAT DO WE OFFER?


$ Competitive Wages $ Excellent Benefits Package including Medical/Dental/Vision/Life/Disability/Flexible Spending Plan/Health Savings Account/Paid Time Off/Employee Assistance Program/Referral Bonus/Profit Sharing 401(k) Plan with Employer MATCH! Great Employee & Family Discounts on our beautiful furniture, mattresses, and accessories! Casual Dress Attire


REQUIREMENTS/QUALIFICATIONS:


Upon job offer, must be able to pass a background check prior to starting employment Computer and telephone experience required Ability to listen and effectively resolve problems Ability to act calmly under stressful conditions Exhibit excellent verbal communication and listening skills Possess customer-satisfaction focus with excellent customer service and interpersonal skills


Furniture Mart USA is an Equal Opportunity Employer


#hc59559

Hours: Monday – Friday 10:00am – 7:00pm CST

Location: Schertz, Texas, United States, 78154

Summary: The Customer Care Associate II is responsible for helping internal and external customers with questions or concerns regarding customer accounts. Responding to e-mails, calls, and web inquiries, the individual will utilize computerized systems, foundational knowledge of company products, and published materials/secondary resources to address routine operational inquiries. Additionally, the associate will interact with other internal team members in Enterprise Business Services, Operations, and Sales in such a way as to meet and exceed the company’s objectives by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Monitor and resolve problems, questions, and/or inquiries from external customers as well as Drivers and Sales team members (among others) regarding customer account details (e.g., one-off changes to orders, requests for delivery information, and inquiries for relevant documents).
• Triage/send incoming non-customer care e-mails/calls/e-inquiries to other parts of Enterprise Business Services (e.g., Accounts Payable (AP) and Accounts Receivable (AR)) or other departments (e.g., Sales) as appropriate.
• Build, maintain, and demonstrate an in-depth working knowledge of all technology and/or reports required to support customer requests.
• Schedule route changes and goods/product pick-up (e.g., warehouse breakage, customer un-saleable, and return authorizations) to support delivery and sales associates.
• Track/update required documentation and submit payment to ensure customer licenses are renewed/updated in a timely manner.
• Verify/validate incoming information from potential new customers and forward it to Data Management Associate and local operations routing teams.
• Edit existing customer/account information to ensure accurate and timely changes to relevant information are documented appropriately.
• Work collaboratively with other internal team members and customers as needed to obtain required information and share results with appropriate stakeholders.

Competencies

Competencies: To perform the job successfully, an individual should demonstrate the competencies of the Individual Contributor – Administrative Leadership Competency Model.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school degree or higher; one to three years of job-related experience; or equivalent combination of education and experience. Associates degree or higher and/or three-plus years of job-related experience preferred.

Essential Duties and Responsibilities:
Handling incoming/outgoing/forwarded calls regarding World Acceptance Customer Accounts from consumers, branches, and third parties who are currently seeking information, needing to resolve issues, etc.Process correspondence with adherence to the Fair Debt Collection Practices Act (FDCPA).Maintain knowledge of functional area and company policies and procedures.
Deliver exceptional customer experience while resolving complex customer inquiries and responding to emails related to customer inquiries.Documents and maintains records of customer interactions, recording details of inquiries, comments, and complaints.Researches and reports any compliance violations found.Provide valuable insight and recommendations to improve processes and efficiency.Assist manager and senior associates by handling escalated calls and providing peer assistance around policy guidelines.Will handle calls from upset and/or irate customers must maintain professionalism, tone, and positive customer service experience to prevent negative outcomes.Ability to de-escalate calls from customers who are unsatisfied in a professional and timely manner Build customer relationships by actively listening and resolving complaints quickly, efficiently, and accurately.Ability to answer a high volume of calls and/or emails daily Work with internal branch team members to assist customers Attentiveness and patience Other duties and special projects as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
Proficient in Microsoft Word, Excel, SharePoint, and Outlook with the ability to type at 45 wpm Ability to work in a team-fostered environment Exceptional phone skills, pleasant phone voice, and friendly demeanor Demonstrates good problem-solving skills, critical thinking, strategic thinking, and innovation Strong organizational skills, and the ability to multitask while prioritizing Demonstrates going above and beyond consistently and acts as a role model for the company's mission, vision, and values Ability to maintain the highest level of confidentiality Excellent interpersonal, written, and oral communication skills Time management skills

Education and/or Experience:
High School Diploma or General Education Development (GED) CertificateMinimum 2 years' experience in a call center environment required Experience working with World Finance is preferred but not required Experience in Customer Escalations is preferred but not required

Physical Demands:
Must be able to constantly remain in a stationary position The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer Occasionally may require light lifting to 25 pounds

Work Environment:
Office environment

This job description reflects management's assignment of essential functions; and nothing in this herein restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Schedule Requirements:
40-hour work week Availability to work between the hours of 9am-7pm ETAvailability to work Saturdays

It is the policy of World Acceptance Corporation to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, World Acceptance Corporation will provide reasonable accommodations for qualified individuals with disabilities.