Case Initiator

Position Overview

Essential Functions And Responsibilities

• Case Initiation: Initiate cases via intake calls, determine appropriate and most desirable path for resolution and move to next step for resolution. Enter relevant information into the customer service management system.
• Customer Communication: Engage with customers via phone, email, and chat to gather necessary information and provide updates on case status.
• Case Management: Monitor the progress of each case, ensure timely follow-up and resolution. Coordinate with internal departments such as sales, delivery, and inventory to address customer issues.
• Problem Resolution: Identify and analyze customer concerns, and work collaboratively with team members to develop solutions and resolve issues to the customer's satisfaction.
• Documentation: Maintain accurate and detailed records of customer interactions, case status, and resolution outcomes. Ensure all case documentation is complete and up-to-date.
• Customer Advocacy: Act as the customer’s advocate within the company, ensuring their needs are met and their concerns are addressed promptly.

Personal Attributes

• Customer-focused with a positive and empathetic attitude.
• Team player with a collaborative approach.
• Proactive and self-motivated with a strong work ethic.

Qualifications

• Education and Experience: High school diploma or equivalent required; associate's degree or higher preferred. Minimum of 1-2 years of experience in a customer service role, preferably in a retail or furniture industry environment.
• Skills: Excellent verbal and written communication skills; strong problem-solving abilities and attention to detail; proficiency in Microsoft Office Suite and customer service management software; ability to handle multiple cases simultaneously and work under pressure; exceptional organizational and time-management skills.