Home Delivery Scheduling Lead

Restoration Hardware • Tampa, FL

4d

About The Position

At RH, the Scheduling Lead supports and leads Scheduling Associates in facilitating a luxury delivery experience for furniture and accessories delivered to customers’ homes. The role operates in a contact center environment with 50+ associates and focuses on coaching, training, workflow coordination, performance metrics, and resolving customer issues. The Scheduling Lead works with internal and external partners to support a world-class customer experience while ensuring compliance with company policies and procedures.

Requirements

• At least 3 years of customer service or delivery logistics experience.
• Passion for providing a first-class customer experience.
• Self-starter who is proactive, organized, and detail-oriented.
• Resilience in the face of adversity and ability to excel under pressure.
• Effective communication skills, including strong listening, verbal, and written skills.
• Solution-oriented, positive mindset that openly embraces change and stretch goals.
• Strong technical aptitude and comfort navigating multiple systems.
• Ability to work a flexible schedule, including weekends and mandatory overtime.

Responsibilities

• Provide support in a contact center environment with 50+ associates.
• Train, provide continuous education, and coach Scheduling Associates to elevate quality.
• Motivate and coach associates to provide an unmatched, world-class customer experience throughout the scheduling process.
• Facilitate training and onboarding for new associates.
• Understand, track, and optimize key metrics, and meet or exceed established performance standards.
• Support associates handling sensitive situations involving dissatisfied customers by developing a deep understanding of processes and products.
• Collaborate with internal and external partners to resolve customer issues.
• Manage workflow and delegate special projects.
• Maintain compliance with company policies and procedures.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed