Customer Service Lead $19 hourly

About the role

This role plays a crucial part in enhancing the customer shopping experience at Raymour and Flanigan. The Customer Service Lead is responsible for bridging the gap between customers' dreams and their reality, handling tasks such as scheduling deliveries, managing payments, and addressing customer inquiries and concerns.

Responsibilities

• Assist customers with scheduling deliveries and managing payments
• Bridge the gap between the dream and the reality by acknowledging customer questions and concerns
• Work independently and support a small team to ensure the enhancement of the customer shopping experience
• Resolve escalated customer issues proactively
• Advocate for every customer's concerns and requests by supporting the sales and operations team
• Work flexible schedules including days, nights, weekends, holidays, and events

Requirements

• Provide genuine, friendly, personable, and professional service
• Effective communication, interpersonal, and organizational skills both in person and on the phone
• Demonstrate excellent listening skills and the ability to multitask in a fast-paced service environment
• Liaison between senior leadership and team members
• Flexibility to work a retail schedule that includes days, nights, weekends, holidays, and events

Qualifications

• Consistently provide high-quality customer service
• Proven ability to handle multiple tasks simultaneously
• Strong problem-solving and conflict resolution skills
• Knowledge of products and services offered by Raymour and Flanigan
• Experience with order processing and ticketing systems
• Excellent customer feedback and service excellence skills
• Ability to manage customer complaints and escalations effectively

Skills

• Communication skills
• Active listening
• Empathy
• Resolution time
• Customer feedback
• Service excellence
• Escalation management

Benefits

• Competitive health benefits
• 401(k) with company match plus profit sharing
• Cross training opportunities
• Annual breakfast prepared by our owners

Pay

$19.00 hourly

Schedule

40 hours per week to include weekends