About The Position
The Furniture and Mattress Concierge specialist plays a key role in providing end-to-end support for our Furniture and Mattress customers from the point of sale through day of delivery. We deliver on our promise of Genuine Hospitality to our customer every day. We build trust with proactive communication, by understanding and adapting to their specific needs and always keeping our word. Working in partnership with store selling colleagues, Supply Chain partners and delivery teams we ensure our top customers have a smooth and seamless delivery experience. This is an inbound and outbound customer facing role focused on providing an elevated customer experience.
Requirements
- Customer Service Excellence: Demonstrated ability to address customer inquiries promptly and effectively, ensuring resolution and satisfaction.
- Communication: Excellent verbal and written communication skills with an ability to communicate effectively with customers, store colleagues, and delivery teams. This includes introducing themselves to customers, providing timely updates and resolving issues.
- Problem-Solving: Strong problem-solving abilities to collect data, analyze situations, and propose effective solutions.
- Analytical Skills: Ability to assess a situation and adapt quickly to changing customer expectations and needs.
- Collaboration: Ability to collaborate with internal and external teams to minimize friction and escalation or sales loss
- Adaptability: Flexibility to handle unexpected problems and changes in delivery schedules, ensuring customers are kept informed and satisfied.
- Attention to Detail: Ensure all client information and delivery details noted and timely follow up is completed to ensure customer satisfaction.
- Self-Motivation: Self-motivated and driven individual with a strong work ethic and the ability to work independently or collaboratively.
- Deadline Management: Ability to manage multiple priorities and meet deadlines consistently in a dynamic work environment.
- Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities.
- Candidates with a High School diploma or equivalent are encouraged to apply.
- Candidate with 6 months of call center experience.
- Regularly required to sit, talk, hear; use hands/fingers to touch, handle, and feel. Occasionally required to move about the workplace and reach with hands and arms. Requires close vision.
- Able to work a flexible schedule based on department and company needs.
Responsibilities
- Order management – Keep track of customers and their upcoming deliveries including sending necessary communications to upstream and downstream partners
- Focus on providing exceptional service to concierge customers ensuring a smooth delivery experience
- Provide proactive and reactive communication based on customer inquiries via phone or email.
- Partner with Store and Supply Chain teams to ensure customer needs are addressed timely.
- Educate and resolve customer contacts regarding a variety of issues including offering extended warranty program opportunities
- Quickly identify potential roadblocks to order completion and work with teams to provide resolution
- Answer and Update store colleagues about their concierge clients.
- Maintain regular and punctual attendance, including in hybrid work setups.
Benefits
- Merchandise discounts
- Performance-based incentives
- Annual merit review
- Employee Assistance Program with mental health counseling and legal/financial advice
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
