PT - Customer Service Specialist

About the role

At Nebraska Furniture Mart (NFM), we’ve been hiring friends since 1937—people who share our passion for helping customers feel right at home. Named one of Furniture Today’s Best Places to Work, NFM offers a fun, stable work environment with no layoffs in our history, a safe workplace, development opportunities, and a culture that encourages volunteering and serving our communities.

We are looking for a Customer Service Specialist to assist customers and resolve pre- and post-delivery inquiries. This role requires creative problem solving and a commitment to timely customer satisfaction.

Responsibilities

• Assist: Provide world-class customer service; resolve situations promptly, accurately, and in a friendly manner; create positive experiences and build relationships to enhance customer loyalty; follow up on customer concerns, issues, and needs in a timely manner; model the HEAT method: Hear them out, Empathize, Apologize, and Take Action.
• Evaluate: Listen to customer needs to determine necessary service; research and review customer accounts; check merchandise status and recommend service options based on needs and expectations while maintaining NFM policies and parameters.
• Process: Process returns, exchanges, refunds, cancellations, credit memos, adjustments, and service claims accurately and in a timely manner.
• Be Your Best & Represent NFM at the Highest Level: Be a kind, helpful, and courteous team player; maintain a clean and organized workstation; complete training and be eager to continue learning.

Qualifications

• High School Diploma or GED preferred
• 1 year of customer service experience with regular one-to-one interaction, including answering customer questions and concerns
• Omaha & Kansas City locations only: 6 months of cash handling experience preferred
• Ability to enter data quickly and accurately
• Computer skills and ability to navigate MS Office applications (Outlook, Word, Excel, etc.)
• Ability to work nights, weekends, and/or early morning hours based on business needs
• English/Spanish bilingual speakers preferred
• Knowledge of Microsoft Office Applications
• Pre-employment screening includes criminal background check

Benefits

• Same day pay — access to earned pay on-demand
• Competitive pay with generous annual increases up to 7%
• Inclusive culture
• Health, dental, vision, and life insurance; short- and long-term disability
• Paid holidays upon hire; paid time off after 90 days
• Staff discount on merchandise (collectively, NFM staff saved almost $2 million on purchases in the last 12 months)
• Virtual and in-person career development opportunities at all levels
• Paid community volunteer opportunities
• Tuition reimbursement
• 401(k) with immediate enrollment; company match eligible after one year; Berkshire Stock available as an investment option

Pay

Hourly range: $17.15 – $23.58

Schedule

Ability to work nights, weekends, and/or early morning hours based on business needs.