Contact Center Super Agent

At Nebraska Furniture Mart (NFM), we’ve been hiring friends since 1937—people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today’s Best places to work, and here a few reasons why: A FUN, stable work environment, with no layoffs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreams and a culture that encourages volunteering and serving our communities. Pay Range: $19.15 - 26.34 hourly Onsite with possible future opportunity to go remote Job Description: Your Piece of the Puzzle As NFM’s Contact Center Super-Agent you will provide service on all skill types and customer concerns by performing a variety of duties (for Furniture, Appliances and Electronics). Function as a shadow trainer and provide ongoing mentorship to the department. Job Duties: A Day in the Life Be Precise Check system for status of merchandise work with appropriate business partners for updates and provide appropriate information and options Manage Work to save sales and negotiate with customer for any failed moments of truth to establish positive customer relationsCollaborate Work with vendor representatives on other options available to resolve customer situationsCoach Provide ongoing coaching and training for Customer Service department for new hires and uptraining Play your Part Take ownership of resolving customer issues and ensure proper documentation is completed - check status of merchandise and inform customers of all information and options Your work will directly impact our ability to help people create a lifestyle they love, for the people they love-because that’s what we love. Qualifications: Can You Check These Boxes? High School Diploma or GED preferred 1 year in CSRII level and achieve above satisfactory scores on performance measures Ability to work night, weekend and/or early morning hours based on business needs. Ability to enter data quickly and accuratelyEnglish/Spanish bilingual speakers preferredProvide flexibility in training schedule as needed Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manualsProvide feedback in a constructive manner to new hires and existing staffPre-employment screening includes, but isn’t limited to, criminal background check Benefits: What’s in It for You? As a full-time member of our NFM Family, you will enjoy: Same day pay - access to your earned pay on-demand, when you need it the mostCompetitive pay - generous annual increases up to 7% Inclusive culture – Because everyone who works or shops at NFM should feel right at home Health, dental, vision, life Insurance, short and long term disabilityPaid holidays (upon hire) and paid time off (after 90 days) Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months) Virtual and in-person career development opportunities at all levelsPaid community volunteer opportunitiesTuition ReimbursementYou’ll start saving for your retirement immediately in NFM’s 401(k) and you’re eligible for company match after one year. NFM’s 401(k) also offers Berkshire Stock as an investment option Nebraska Furniture Mart is an Equal Opportunity Employer