Customer Care Agent(s) Job at Morris Furniture Co.,INC.
Come Join our Family!
At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.
We’re looking to grow our dynamic, professional customer service team with Full-time and Part-time opportunities. At Morris Home and Ashley HomeStore, you will experience a high-energy and welcoming family culture. We provide best-in-class paid training to our Employees to teach them the skills, knowledge, and support needed to excel with our Guests. Our Customer Service Team works directly with our Guests, helping them to achieve their dream home. We believe in “Making Homes Great” for our Guests and associates; join us!
What are the benefits of a career with Morris Home?
- Comprehensive benefits packages (medical, dental, vision, life and disability insurance, 401(k) and more)
- We frequently promote from within and offer many advancement opportunities
- Best-in-class training and support for new associates, and a guaranteed hourly pay during the training period
- Supports a strong culture of giving through many community-based programs and charities
- Fitness Center on site and tons of team sports opportunities outside of work!
- Optional Overtime during Peak Periods
- PTO and 5 days vacation time after 90 days of employment
Your Role:
As a Customer Care Agent, you will be the first point of contact for customers, drivers, sales associates and service technicians calling with inquiries. Your ability to deliver outstanding customer service and provide resolution is key to ensuring customer Loyalty and brand recognition for Morris Home, Ashley Furniture and The Better Sleep shop.
General Description of duties:
- Provide outstanding customer service and resolution for all inbound and outbound calls.
- Assist with pre-delivery inquiries related to scheduling or rescheduling delivery dates or general questions about an order.
- Handle same day delivery inquiries via phone or dispatch track that may arise while our delivery experts are in the home.
- Take inspection reports from our expert craftsmen and provide resolution to the customer including ordering parts.
- Responsible for call inquiries to post-delivery issues including returns, damages or warranty inquiries.
- Assist our store associates with resolving any customer issues.
- Follow all policy and procedures including accurately entering customer data into the order management tool for all inquiries including returns, warranties, even exchanges and inspections etc.
- When necessary, provide follow-up to customers, management and store locations regarding customer resolution via phone or email.
- Respond to all inquiries via phone or email with a sense of urgency and work to ensure overall resolution with every contact and meet productivity standards.
- Other duties and responsibilities as assigned.
Qualifications:
- Ability to diffuse escalated issues by delivering excellent customer service, being knowledgeable and resolving issues.
- Manage multiple, on-going, and high priority assignments at the same time with excellent follow up skills.
- Excellent written skills.
- Ability to anticipate future inquires and prevent repeat calls.
- Advanced computer skills and familiarity with Microsoft Office is a plus
- Experience using a Customer Relationship Management (CRM) tool is preferred
Work Requirements:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to stand, sit, talk and hear.
- High School Diploma or equivalent
- Ability to write, read, and speak English
This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employees.
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