Job description

CUSTOMER CARE AGENT(S) - POLARIS

Our Values:

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.

Purpose:

The Customer Care Agent provides after-the-sale customer service to Morris Furniture Co. customers. The Customer Care Agent will be the first point of contact for customers and should provide immediate assistance in order to ensure customer satisfaction and a quick resolution.

General Description of duties:

• Follow Morris Furniture Co. Customer Care standards for phone and email correspondence with customers.
• Schedule service calls, deliveries and inspections of product in customer homes.
• Verify location and contact information, and accurately document scheduled times and requirements.
• Accurately enter customer data into the customer order management tool for all customer calls including: returns, warranties, even exchanges, return to vendor merchandise, etc.
• When necessary, provide follow-up to management and store locations regarding customer issues and resolution.
• Respond to all customer requests in a time-sensitive manner and work to ensure overall customer service.
• Perform customer pick-up services that include: accurately verifying customer information and processing the order as it relates to what is being picked up or returned.
• Provide a positive face-to-face interaction to all customers which includes greeting customers, opening procedures and closing procedures
• Open, respond and complete service requests on the Company intranet (BERT 2.0) that have been assigned to you within the established service level
• Review, complete and follow up on reports or tasks assigned by management

Qualifications:

• Manage multiple, on-going, and high priority assignments at the same time
• Advanced computer skills and familiarity with Microsoft Office is a plus
• Experience using a Customer Relationship Management (CRM) tool is preferred

Special Requirements:

• High School Diploma or equivalent
• Ability to write, read, and speak English

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. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employees.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Office

Work Location: One location

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