Customer Service Call Center Representative

Responsibilities

• Answers a high volume of inbound & outbound calls from customers to schedule, coordinate and confirm delivery of merchandise and schedule service/repair calls and any other customer concerns with the intent of providing customer satisfaction and retention.
• Enters customer information into customer service software to document each call.
• Investigates and resolves issues, including but not limited to; service, delivery, bedding, Piece Of Mind warranty, protection that require further research and follows up with customers.
• Approves and/or processes special customer concessions including returns, credits, adjustments and exchanges.
• Makes system changes to delivery orders that are in the routing and/or truck-loading process; notifies appropriate personnel.
• Reviews and acts upon manufacturer’s warranty issues, processes service appointments, customer returns and exchanges.
• Researches and troubleshoots product issues/questions to clarify/avoid potential service issues.

Requirements

• At least 2+ years of customer service experience.
• Proven ability to multi-task and work in a fast-paced environment with strong attention to detail.

Qualifications

• Strong oral/written communication skills and ability to professionally interact with internal and external customers.
• Strong analytical, critical thinking and problem-solving skills.
• Ability to handle difficult customers with ease.
• Strong organizational/ time management skills.
• Ability to type accurately and efficiently.
• Proficiency in MS Office, Outlook and Internet.
• Ability to work in a team environment.
• Reliability.

Benefits

• Medical
• Dental
• Vision
• 40% employee discount

Pay

Salary Range: $22.00 - $24.00

Schedule

Location: East Taunton, MA
Schedule: Tuesday – Saturday; 8:30 am – 5:00 pm
Training Schedule: Primarily on site, with the opportunity for one day of remote work on Saturday. Gradually transitions to a hybrid work arrangement where you work two days in the office and three days remotely each week.