Call Center Customer Service Representative

Overview

Do you have a passion for service, a curiosity for technology, and love to solve problems? If so, WELCOME HOME to a career with Jordan's Furniture! We are looking for motivated problem solvers to work in our fast paced, technical call center.

In this customer service role, you will respond to a high volume of inbound and outbound calls. You will assist customers with challenges like troubleshooting furniture issues and scheduling in-home service appointments and customer deliveries. To succeed in our busy call center, you should have at least 2+ years of customer service experience and the ability to multi-task in a fast-paced environment with strong attention to detail.

This position is located in East Taunton, MA and works a schedule of Tuesday – Saturday, 8:30 am – 5:00 pm. Training is primarily on site, with the opportunity for one day of remote work on Saturday. As training progresses, you will gradually transition to a hybrid work arrangement (two days in the office and three days remotely each week).

Salary Range: $22.00 - $24.00. We share our pay range because transparency matters and this reflects what we reasonably expect to pay for this role based on experience and performance.

• Team atmosphere – We’re all family here!
• Fast paced environment – Your days will fly by.
• Career growth – The possibilities are endless.
• Problem solving – Like puzzles? Put the pieces together to WOW our customers.
• Great Benefits – medical, dental, vision and 40% employee discount

• We Care… a Lot – kindness and support are at the heart of everything we do.
• We Do the Right Thing – integrity is non-negotiable.
• We Dare to Think Differently – innovation keeps us ahead of the game.
• We Make Work Fun – yes, fun! Because great energy fuels great work.

• Answer a high volume of inbound and outbound calls to schedule, coordinate, and confirm delivery of merchandise and schedule service/repair calls and other customer concerns with the aim of customer satisfaction and retention. Enter customer information into customer service software to document each call.
• Investigate and resolve issues including service, delivery, bedding, warranty, and protections that require further research and follow up with customers.
• Approve and/or process special customer concessions including returns, credits, adjustments, and exchanges.
• Make system changes to delivery orders in the routing or truck-loading process; notify appropriate personnel.
• Review and act upon manufacturer’s warranty issues, process service appointments, returns and exchanges.
• Research and troubleshoot product issues to clarify and avoid potential service issues.

• Strong oral and written communication skills and the ability to professionally interact with internal and external customers
• Strong analytical, critical thinking and problem-solving skills
• Ability to handle difficult customers with ease
• Strong organizational and time management skills
• Ability to type accurately and efficiently
• Proficiency in MS Office, Outlook and Internet
• Ability to work in a team environment
• Reliability

Jordan’s Furniture is an Equal Opportunity Employer.