Home Delivery Scheduling Lead

RH Restoration Hardware • Tampa, FL

4d • $22 - $28

About The Position

As a Scheduling Lead, you will support and lead a team of Scheduling Associates to facilitate a luxury delivery experience for furniture and accessories delivered to customers’ homes. The role operates in a contact center environment with 50+ associates and includes coaching, training, workflow management, performance tracking, and support for resolving customer issues. RH is an equal opportunity employer and states that pay is determined based on each individual’s experience, qualifications, and the geographic location of the role.

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 and positive mindset that 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

• Live RH’s vision, values, and beliefs.
• 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 a world-class customer experience throughout the scheduling process.
• Facilitate training and onboarding for new associates.
• Understand, track, and optimize key metrics, meeting or exceeding established performance standards.
• Support associates handling sensitive situations with dissatisfied customers; understand processes and products and 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: Manager
• Education Level: No Education Listed