Customer Care Representative

$31,200 - $31,200/Yr

The Room Place - Lombard, IL

Part-time - Entry Level

Lombard, IL

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

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.

Responsibilities

• Receiving inbound calls from customers, drivers, and store personnel.
• Determining how to address customer issues and following through until resolution.
• Handling inbound/outbound calls including driver calls.
• Scheduling technician appointments to service merchandise based on warranty.
• Being courteous and professional to all customers, drivers, and store personnel.
• Checking customer history to determine the item being referred to.
• Determining available options for customers based on delivery date and type of problem.
• Probing by asking relevant questions to ensure customer needs are met.
• Meeting performance standards as established.
• Using real-time keying to process customer problems requiring outside service companies.
• Creating and scheduling exchanges of merchandise when applicable.
• Documenting all conversations with customers in the system.
• Giving appropriate codes to drivers per applicable process.
• Keeping abreast of product knowledge and latest policies/procedures.

Requirements

• Bilingual in Spanish preferred.
• Inbound and outbound customer call center experience preferred.
• Exceptional customer service skills with great listening abilities.
• Empathetic and able to apologize when applicable and take ownership of issues.
• Ability to work well in a team environment.
• Highly developed communication skills, both written and verbal.
• Basic PC skills and proficient data entry skills.
• Ability to sit for extended periods of time.
• Constant use of electronic equipment such as a telephone and PC.
• Strong problem-solving skills and analytical ability.
• Excellent detail orientation and follow-up skills.
• Self-motivated individual.

Nice-to-haves

• Experience in a customer service role.
• Familiarity with warranty processes and service scheduling.

Benefits

• Job stability
• Opportunities for career growth
• Opportunities for personal growth