Customer Service Lead- Hybrid Remote/Office
Description:WHO WE ARE
Professionals, Lifelong Learners, People who value relationships, Teammates, & Entrepreneurs
Here at Furniture For Life, we believe that coming to work should be fun. Our team of professionals enjoys a company culture that values individuality, works collaboratively to further our model of excellence and celebrates successes together. Being a part of our rapidly growing company means that you will have the opportunity to work in a dynamic atmosphere and make real contributions to our future success. It also means that our workplace offers you unique opportunities to reach your professional goals.
WHAT WE DO
We market and support brands committed to superior design and quality, and all of our products deliver profound health and comfort benefits. As the name Furniture For Life implies, the products we represent are good for you and are built to last.
WHO WE NEED
A dynamic team player who is dedicated to providing the highest level of technical customer service in the luxury massage chair industry.
RESPONSIBILITIES & EXPECTATIONS
- Accept, open and resolve customer service cases received through email and phone system
- Manage communication and scheduling for contracted technicians
- Complete all technician invoicing within one business day of invoice receipt
- Meet department KPIs
- Serve as first point of escalation for customer issues
- Process warranty & manufacturer billing per the defined schedules for each
- Provide initial department level training for new team members
PAY, CLASS & BENEFITS
- $20-$24/hr
- Full-time; Hourly; Non-exempt
- Standard FFL Benefits: Medical, Vision, Dental, Life, LTD, STD, 401(k) Match, Employee Purchase Program
Requirements:THE IDEAL CANDIDATE
- Honed customer service skills
- Ability to properly balance customer oriented service with business best practices to resolve issues optimally
- Strong written and verbal communication skills
- Ability to stay calm under pressure
- Strong organizational skills and attention to detail
- Ability to manage priorities and work on multiple cases at the same time
- Creative problem solver
EDUCATION, KNOWLEDGE & EXPERIENCE
- 3+ years of customer service experience with an increasing amount of responsibility over time
- High school diploma or equivalent
- Proficient in Google Suite and/or Microsoft Suite
- Experience with Salesforce or similar CRM software a plus
Job Type: Full-time
Pay: $20.00 - $24.00 per hour
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