Case Initiator

FURNITURELAND SOUTH INC • Jamestown, NC

9d • Onsite

About The Position

The Customer Service Case Initiator is responsible for receiving customer cases, including cases originating from delivery drivers, and applying problem-solving and decision-making skills to route each case toward an appropriate and timely resolution. The role serves as a primary liaison between customers and internal departments, ensuring cases are handled professionally and efficiently, with a strong focus on customer satisfaction.

This is an onsite position in a professional office environment. The role uses standard office equipment, including laptop computers, photocopiers, and smartphones. The employee is regularly required to talk or hear, and must have close vision and the ability to adjust focus. The job may require lifting files, opening filing cabinets, and bending or standing on a stool as necessary.

Requirements

• High school diploma or equivalent.
• At least 1–2 years of experience in a customer service role, preferably in a retail or furniture industry environment.
• 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.

Nice To Haves

• Associate's degree or higher.
• Experience in a retail or furniture industry environment.

Responsibilities

• Initiate cases through intake calls, determine an appropriate resolution path, and move cases to the next resolution step.
• Enter relevant information into the customer service management system.
• Communicate with customers by phone, email, and chat to gather information and provide case-status updates.
• Monitor case progress and ensure timely follow-up and resolution.
• Coordinate with sales, delivery, inventory, and other internal departments to address customer issues.
• Identify and analyze customer concerns and collaborate with team members to develop solutions.
• Maintain accurate and detailed records of customer interactions, case status, and resolution outcomes.
• Ensure case documentation is complete and up to date.
• Advocate for customers within the company and ensure their needs and concerns are addressed promptly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED