Customer Service Specialist

NFM•Omaha, NE

About The Position

Nebraska Furniture Mart is looking for a Customer Service Specialist to assist our customers and resolve pre and post-delivery customer inquiries. If you have a knack for creative problem solving and providing timely customer satisfaction, this is the job for you! Your work will directly impact our ability to help people create a lifestyle they love, for the people they love—because that’s what we love.

Requirements

1 year of customer service experience that has included answering customer questions and concerns on a regular, includes one-to-one interaction
Ability to enter data quickly and accurately
Computer skills and ability to navigate through 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

Nice To Haves

High School Diploma or GED preferred
OM & KC ONLY: 6 months of cash handling experience preferred

Responsibilities

Provide world-class customer service
Resolve situations for customers in a prompt, accurate, and friendly manner.
Create positive experiences and build relationships to enhance customer loyalty.
Follow up with customer concerns, issues, needs in a timely manner.
Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action.
Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations.
Research and review customer accounts.
Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters.
Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner.
Be a kind, helpful, and courteous Team Player
Maintain a clean and organized workstation
Complete training and be eager to continue to learn new things