Customer Service Manager

Raymour & Flanigan Furniture and Mattresses•Brookfield, CT

About The Position

Raymour & Flanigan is seeking a Customer Service Manager to lead and develop a customer service team and help deliver an excellent customer shopping experience. The role involves supporting customers and associates, partnering with sales and operations, maintaining associate information, and completing operational and administrative tasks. The company describes itself as a long-term, privately held business that recognizes associates’ contributions and invests in their future success. The manager will handle escalated customer concerns, communicate responsively with the Director of Customer Care, associates, and customers, and identify opportunities for continuous improvement. The position requires balancing priorities in a fast-paced service environment and flexibility to work a retail schedule that includes nights, weekends, holidays, and special events. Raymour & Flanigan maintains a drug- and smoke-free work environment and is an equal opportunity employer. Visa sponsorship is not available; candidates must be authorized to work in the United States without sponsorship now or in the future.

Requirements

At least three years of management experience in a customer service or retail environment.
Proficiency in PC-based applications.
Leadership skills.
Professional verbal and written communication, interpersonal, and organizational skills.
Ability to multitask in a fast-paced service environment.
Flexibility to work a retail schedule that includes nights, weekends, holidays, and special events.
Authorization to work in the United States without current or future visa sponsorship.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Provide superior customer service and advocate for customer opportunities and requests.
Lead, build, and develop a team that models service excellence.
Maintain associate payroll, benefits, and performance information.
Hire, coach, mentor, and develop associates.
Partner with sales and operations team members to enhance the customer shopping experience.
Complete daily sales, delivery, and inventory reports; cash deposits; and weekly payroll reconciliations.
Communicate responsively with the Director of Customer Care, associates, and customers.
Proactively resolve escalated customer issues.
Identify opportunities and solutions for continuous improvement.
Manage time, solve problems, organize work, and balance multiple priorities in a fast-paced environment.
Maintain composure when handling unexpected challenges and competing demands.
Perform additional functions assigned at management’s discretion.