Customer Care Specialist-Full Time

Employer
Bassett Furniture Industries
Location
Rockville, MD
Posted
Oct 12, 2017
Closes
Oct 16, 2017
Function
Accountant, IT
Industry
Other
Hours
Full Time
Customer Care Specialist Often the first and last contact a customer has at a Bassett store is the administrative staff at the store. A friendly greeting and cheerful customer service sets the tone for a pleasurable shopping experience. The support staff works with customers to arrange payment for merchandise, provide follow up on customer service issues, assist with accounts receivable, assist with point of sale transactions, schedule deliveries, conduct post delivery and service surveys, as well as provide information on many other issues and questions. They also provide administrative support for the store manager, design manager and design consultants. Bassett administrative associates are typically compensated on an hourly basis. Full time (30 or more hours per week) positions with flexible schedules are available. FLSA: Hourly, Non-Exempt Job Summary Customer Care Specialist (CCS) is responsible for providing excellent customer service in accordance with Bassett Home Furnishings standards. They respond to customer service requests resulting from deliveries, service or warranty claims. CCS is responsible for satisfying customer's needs by listening, assessing, responding and facilitating an effective resolution, and following through to completion. CCS processes and oversees the store's daily business and money transactions. Reports To: Store Manager Essential Functions Oversee all daily bank deposits, balancing and accounts receivable; Manage petty cash; Responsible for collecting payments and customer's order balance in full; Process Third Party Finance transactions; Responsible for pulling service information from Dispatch Track; Assist with point of purchase ; Schedule customer deliveries and conduct a post-delivery customer satisfaction survey; Provide effective customer resolutions in a timely manner; Process service orders and maintain communication with customer on service status; Schedule services with customers and conduct a post service customer satisfaction survey; Review open service orders with team weekly; Assist with maintaining store appearance; Assist with store inventory; Report to work for schedule shift in a timely manner; Perform other related duties or special projects as assigned. Required Experience/Abilities/Skills High School diploma or GED equivalency certificate; Valid Driver's License and a maintained clear and safe driving record; At least 3 years' experience in a retail or service related business involving customer service; Commitment to Bassett's "Vision and Values" at all times; Ability to: Answer multi-line phone system; Communicate courteously with customers by telephone, email, letter and face to face; Organize and manage multiple priorities (time management); Provide excellent interpersonal and communication skills; Work within a team with an enthusiastic attitude; Assist objectively with problems involving various customer service situations; Effectively use Microsoft Word and Excel; Learn and efficiently operate the Bassett operating systems; Lift and/or move up to 25 pounds; Walk, stand, sit, use hands and fingers, handle or feel objects, use and/or control tools, reach with hands and arms, climb stairs, balance, stop, kneel, crouch or crawl, talk and hear, and see up close, in color, depth and distance vision, as well as the ability to adjust focus. Bassett's blend of style, comfort and value has been trusted for more than a century (since 1902!) and makes it one of the most recognizable furniture brands in America. Today, Bassett has taken its craftsmanship and built a new reputation of quality custom furniture that can be made and delivered in 30 days or less. We are passionate about developing fashionable and innovative furnishings at a great value, as well as offering a number of exceptional services to meet customers' needs. We are proud of our long-standing heritage but, at the same time, squarely focused on innovating furniture retailing in the next 100 years. Take steps now towards building a meaningful career with a growing company. Apply to join the design team at Bassett today! Bassett Furniture Industries is an equal opportunity and affirmative action employer and does not discriminate against any applicant for employment because of race, color, religion, sex, national origin, disability, age, veterans status or other protected category. Bassett is dedicated to ensuring that qualified applicants are employed and that employees are treated consistently during employment, without regard to their race, color, religion, sex, national origin, disability, age, veterans status or other protected category. EEO/AA-M/F/V/D