062-Warehouse Associate Lead

American Furniture Warehouse•Englewood, CO

11d•$19

About The Position

Duties/Responsibilities: Typical duties include but are not limited to: Reference current materials to answer escalated and complex inquiries from customers regarding furniture sales, deliveries, complaints, and other matters Taking new hires under your wing to train them on all aspects of customer service Provide assistance to customers via phone and/or email regarding multiple customer service issues Communicate with drivers, vendors, shippers, and receivers regarding changes in pick-up/delivery, potential service failures, appointments, and the pick-up/delivery of loads Conduct appropriate quality assurance and auditing processes Process written and electronic customer correspondence and provide the appropriate level of follow-up in a timely manner Identify trends related to customers that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards Work with other departments on cross functional tasks and projects Maintain performance and quality standards based on established call center metrics including turn-around times Daily monitoring of customer service trends Memorialize and communicate American Furniture Warehouse’s culture Abide by all company policies and procedures. All other duties assigned by the Customer Service Manager as directed. Compensation Package: Pay rate: Hourly range from $19+ DOE Supervision Given and Received: This position has no supervisory responsibilities. This position is supervised directly by the Customer Service Manager.

Requirements

Previous experience as a Customer Service Lead, Customer Service Manager, AFW Home Furnishing Consultant, AFW Front Office, or similar role
Professional with good communication skills and customer service experience
Experience building successful relationships
Ability to function well in a high-paced and at times stressful environment.
Time management and organizational skills
Ability to follow directions and work independently
Have a do it right the 1st time attitude
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Ability to maintain a congenial calm communication style and the ability to diffuse and clarify the needs of drivers to achieve clear solutions.
Ability to analyze, model and interpret data
Excellent organizational skill and the ability to demonstrate attention to detail, and accuracy.
Sense of ownership and pride in your performance and its impact on AFW’s success
Ability to lead team meetings and motivate others
Weekends, evenings, holidays required
Ability to navigate multiple computer systems, type 35+ wpm, advanced familiarity with Microsoft Office Suite (Outlook, Word, PowerPoint, Excel, etc.), and advanced internet research skills. Ability to regularly use computers for ordering, communication, documentation, scheduling, and maintenance of organizational content on shared drives.
Two-year college or university program degree preferred; High School diploma required; equivalent combination of education and experience accepted in lieu of degree.
Requires the ability to maneuver in confined and at times congested areas.
Requires the ability to sit, stand, walk, stoop, & bend for 8 hours a day.
Requires constant use of arms, hands, fingers, eyes, legs, and back.

Nice To Haves

Hands on experience with STORIS and Microsoft Office preferred
Certifications and licenses related to business and safety are preferred.
Experience with STORIS preferred.

Responsibilities

Reference current materials to answer escalated and complex inquiries from customers regarding furniture sales, deliveries, complaints, and other matters
Taking new hires under your wing to train them on all aspects of customer service
Provide assistance to customers via phone and/or email regarding multiple customer service issues
Communicate with drivers, vendors, shippers, and receivers regarding changes in pick-up/delivery, potential service failures, appointments, and the pick-up/delivery of loads
Conduct appropriate quality assurance and auditing processes
Process written and electronic customer correspondence and provide the appropriate level of follow-up in a timely manner
Identify trends related to customers that may lead to policy or process improvements that support excellent customer service and impact quality and performance standards
Work with other departments on cross functional tasks and projects
Maintain performance and quality standards based on established call center metrics including turn-around times
Daily monitoring of customer service trends
Memorialize and communicate American Furniture Warehouse’s culture
Abide by all company policies and procedures
All other duties assigned by the Customer Service Manager as directed