Client Communications Specialist

FURNITURELAND SOUTH INC•Jamestown, NC

11d•Onsite

About The Position

Furnitureland South is seeking a skilled and proactive Client Communications Specialist for its Customer Services team. The role manages communications with clients about the status of open cases, using AI tools to streamline and improve communication processes. The specialist helps maintain customer satisfaction by providing timely, accurate, professional, and empathetic updates and responses. This is an onsite position in a professional office environment. The role routinely uses standard office equipment, including laptop computers, photocopiers, and smartphones.

Requirements

High school diploma or equivalent.
At least 2 years of experience in a customer service or administrative role, preferably in the retail or furniture industry.

Nice To Haves

Associate’s or bachelor’s degree in Business Administration, Communication, or a related field.
Customer service or administrative experience in the retail or furniture industry.

Responsibilities

Serve as the primary point of contact for clients regarding the status of open cases.
Provide timely and accurate updates on case progress, resolutions, and changes in status.
Collaborate with internal departments to gather information needed to provide accurate case updates to clients.
Address client inquiries and concerns professionally and empathetically.
Use AI tools and technologies to automate and enhance communication processes.
Monitor and analyze AI-generated communications for accuracy and relevance.
Collaborate with IT and AI specialists to optimize AI use in client interactions.
Review and update case statuses in the customer service management system.
Document client interactions and updates accurately and comprehensively in company systems.
Follow up on pending cases and escalate issues as necessary to support timely resolution.
Draft clear, concise, customer-friendly messages about case updates and resolutions.
Adapt communication style to different client needs and preferences.
Maintain professionalism and courtesy in all client interactions.
Collect and analyze client feedback to identify opportunities to improve communication processes.
Suggest and implement improvements to client communication and satisfaction.
Participate in ongoing training and development to stay current with communication best practices and AI advancements.