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Cardi's Furniture & Mattresses · 1 month ago

Customer Service Representative I - Part Time - South Attleboro MA

Attleboro, MA

Part-time

Onsite

Entry, Mid Level

$18/hr - $19/hr

2+ years exp

Cardi's Furniture & Mattresses is seeking friendly and energetic individuals for the role of Customer Service Representative I. The main purpose of this role is to provide quality service to customers by answering inquiries, processing transactions, and assisting with various customer concerns to ensure a positive experience.

E-CommerceReal EstateRetail

Responsibilities

Greets all customers

Determine customers’ needs using proper inquiries

Recognize and overcome customer objections

Process customer orders and returns, verify inventory status, schedule pick-ups and deliveries

Estimate delivery dates to customer, based on knowledge of production and delivery schedules

Ask for customers’ email address 100% of the time

Process cash, check, credit card and finance transactions

Comply with the check and payment acceptance policies

Balance the books and determine the deposit

Collect and distribute memos, mail, and faxes

Maintain daily reports

Assist customers telephoning or coming in to the store in resolving their questions, concerns and issues on purchases or direct them to the appropriate person or department

Follow-up with customers regarding their communication of concern

Ensure all required customer and merchandise information including customer’s concern(s) is accurately documented in the computer system

Process customer invoices (may create the invoice) and payments (by cash, check, bankcard, or financing) on purchases (including lay-away / price protection items)

Adjust customer’s invoice due to cancellations of items or orders, merchandise refused or damaged on delivery, merchandise price change, etc

Balance cash drawer daily at the beginning and end of shift including preparing bank deposit

Ensuring appropriate documentation is completed for large cash payments (cash compliance form and IRS Form 8300)

Support the loss prevention policies by adhering to the counterfeit money procedures and personal check guidelines as well as customer pick-up and phone order verification

Assist customers regarding:

Merchandise availability (i.e. in stock, delay in shipping or change in status such as dropped or discontinued) including special orders and back orders

Schedule delivery or customer pick-up

Pre-delivery courtesy calls confirming/verifying delivery information

Post-delivery courtesy calls ensuring the delivery service and merchandise were satisfactory

Overdue payments on accounts

Support merchandise delivery by:

Review future scheduled deliveries and resolve any issues that may hamper the delivery on the day scheduled (e.g. incomplete delivery instructions, back-orders, etc)

Review lay-away records for activity; mail letters or post cards to guests as appropriate

Update customer’s order with guest’s comments and notes regarding contact with guest

Coordinate the movement of floor sample merchandise to the warehouse for delivery or customer pick-up

Schedule appointments for service calls to customers’ homes

Keep abreast of new or changes in manufacturers’ and Cardi’s warranty programs, and where to locate warranty information

Communicate effectively the features and benefits of the warranty programs

Maintains a professional, well-groomed appearance

Demonstrate customer-focused attitude consistent with company guidelines

Support other Customer Service Representatives as assigned

Provides sales support to showroom management as needed

Inventories and assists in ordering office supplies

Arranges office equipment repairs as needed

Assuring a positive customer experience

Support management and peers, train and assist as needed

Comply with all company policies and procedures

Adjust scheduled hours to meet store needs

Consistently demonstrate customer service skills

Customer service accuracy, i.e. writing invoice, service orders, return orders, etc

Assist mattress stores in business office responsibilities

Have a good understating of customer account computer screens and assist customers with inquiries regarding payments and forms of payment, credits applied and refunds processed

Handle the system down procedure, contacting the helpdesk, coordinate staff, sales and management with handwritten orders, utilizing the adding machine, keying orders when the system is back up. Assist other stores on the phone

Hand the inventory tags that are printed from the corporate office, checking the system to see if the tag is in the store, obtaining a picture and replacing existing tag on the floor to make the customers experience effortless

Collect customer’s paperwork in the store. Going over the paperwork and checking the system to make certain all information obtained is accurate to reduce concerns for the customer

Fill the PSOE stations with proper paperwork and making certain all equipment is functioning properly

Answer and address store emails as hourly reports and concerns being emailed need to be addressed / corrected immediately

Look for warranty ‘UDL’ coupons in the system, what denotes it being used, being able to see if it was applied to another order, contacting the appropriate people to enter the coupon into the system

Contact finance company to coordinate orders in the system with financing information. Obtaining and releasing authorizations, obtaining increases, activating accounts. Offering alternative payment methods

Interact with other departments as necessary to resolve, prevent problems and improve existing procedures and systems. Communicate clear and precise information to various departments to in turn provide better service to the customer

Show patience, compassion, and empathy. Control own emotions when dealing with an unhappy customer and maintain professional and call demeanor and voice throughout the entire interaction

Demonstrate customer-focused attitude consistent with company guidelines

Reports promptly errors found to management and assists, if necessary, in resolving the errors

Provides feedback to management for possible improvements

Assists with training and development of other associates, including on-the-job training for new associates

Participates in training sessions, which will improve and reinforce own knowledge and skills

Attend department / company meetings as required

Provides total customer satisfaction through interaction, cooperation and working with associates and managers in all departments. This includes translating with non-English speaking customers if able

Complies with all applicable company health, safety and quality standards, policies, procedures, rules and regulations

Reports to management potential safety issues, hazards or violations

Assists in maintaining security by reporting suspicious activity to management

Perform other functions as needed and required

Embraces change and supports and champions organizational change initiatives

Models company image and culture through positive attitude, spirit of cooperation, appearance and respect for company policies and procedures on every aspect of role functions

Qualification

Customer serviceCommunication skillsProblem solvingWord proficiencyExcel proficiencyDetail orientedOrganizational skillsInterpersonal skillsTeam orientedEmotional intelligence