Customer Solutions Supervisor - Jamestown, United States - Furnitureland South Inc

Furnitureland South Inc Jamestown, United States

4 weeks ago

Description

Essential Functions and Responsibilities

Assists with issues that are escalated due to customer dissatisfaction, no or delayed response by the original Account Manager or for any other reason.
Takes reassigned accounts when needed to ensure proper resolutions and customer satisfaction.
Researches and responds to all Attorney General, Better Business Bureau and Credit Card disputes.
Assists with new hire and continuing training for the department and for other departments that interface with customer service.
Assists with the development and continual revision of an operations/training manual for the Customer Service department.
Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customer; personally resolving difficult situations.
When issues arise through manufacturer defect or delivery damage, note any allowances issued accordingly so that the responsible party is held financially accountable through FAS entries.
Review technician invoices when received to ensure charges are paid by the appropriate party.
Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation.
Contributes to team effort by accomplishing related results as needed.
Manages given accounts.
Relays necessary information to the customer that comes from internal departments at FLS.
Answers and returns all phone calls and messages on a consistent basis.
Works task manager on a daily basis.
Records all necessary information in Service Pro.
Responds to customers on the premises when necessary.
Responds to and distributes action request forms to and from other departments/individuals.
Communicates with the Sales Support Manager when additional assistance is needed from sales.
Generates a pick-up/work order/exchange when necessary.
Generates allowances, credit memos, and claim forms.
Performs various related duties as required.
Arrive punctually and consistently for work for normally scheduled eight-hour days, five days a week. Additional hours may be required as needed.
Other duties assigned by supervisor.
Be open to suggest any ideas for improvement.
The job duties are not limited to the items as described above, duties can be added or

changed at any given time.

Competencies

Accountability
Communication
Customer Focus
Integrity
Problem Solving
Teamwork

Required Education and Experience

High School Diploma or equivalent with seven or more years of customer service experience.

Preferred Education and Experience

College degree preferred
7+ years' experience working in Customer Service or related field.

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