The Room Place - Lombard, IL
posted 2 months ago
The Customer Care Representative at The Room Place plays a crucial role in ensuring customer satisfaction by effectively handling inbound and outbound calls from customers, drivers, and store personnel. The primary responsibility of this position is to determine the nature of the issues presented by callers and to follow through until a resolution is achieved. This involves a variety of tasks, including scheduling technician appointments for merchandise service based on warranty conditions, probing customer inquiries to fully understand their needs, and documenting all interactions in the system for future reference. In this role, representatives must maintain a courteous and professional demeanor at all times, ensuring that all customers, drivers, and store personnel feel valued and heard. The representative will need to check customer history to identify the items in question and determine the available options based on delivery dates and warranty restrictions. This requires a keen understanding of the products and the latest policies and procedures to provide accurate information and solutions to customers. Additionally, the representative will be responsible for processing customer problems that require outside service companies by initiating work orders and scheduling service dates. They will also create and schedule merchandise exchanges when necessary. Meeting performance standards is essential, and representatives are expected to stay updated on product knowledge and company policies to effectively assist customers. The role may also involve performing additional duties as required or requested by management.