Customer Service Representative
Art Van Furniture - Waterford, MI

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JOB SUMMARY

:

Provide customer service and clerical support for the stores.

Assist guests in resolving their questions, concerns and issues on purchases.

Process invoices, payments and adjustments for guest’s purchases, and balance cash drawer. Contact guests regarding availability of merchandise, delivery and customer pick-up services, and overdue payments on accounts. Act as liaison between the guest and driver on the day of delivery. Perform clerical duties to support guest deliveries and the store.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
May perform the following as assigned:
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Assist guests telephoning or coming in to the store in resolving their questions, concerns and issues on purchases.

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Answer incoming telephone calls; d

irect callers to the appropriate person.

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Process guest invoices (may create the invoice) and payments (by cash, check, bankcard, or financing) on purchases (including lay-away items).

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Adjust guest’s invoice due to merchandise refused or damaged on delivery, merchandise price change, etc.

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Balance cash drawer daily at the end of shift including preparing bank deposit.

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Support the Loss Prevention Program by adhering to the Counterfeit Money procedures and Personal Check guidelines.

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Contact guests regarding:
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Merchandise availability (i.e. in stock, delay in shipping or change in status such as dropped or discontinued) including special orders and back orders.

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Schedule delivery or customer pick-up.

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Predelivery courtesy calls confirming/verifying delivery information.

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Post delivery courtesy calls ensuring the delivery service and merchandise were satisfactory.

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Overdue payments on accounts.

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Support merchandise delivery by:
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Generate delivery lists by zip code.

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Assign invoices to delivery route and distribute to drivers.

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Complete trip sheets (i.e. how many deliveries each driver is scheduled to complete each day).

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Act as liaison between the guest and driver on the day of delivery.

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Enter completed delivery information, received from drivers, into the computer system.

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Post special requests into the computer system and reprint report for each driver.

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Balance COD’s with delivered merchandise for each truck.

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Process delivery paperwork in accordance with department’s procedures.

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Review future scheduled deliveries and resolve any issues that may hamper the delivery on the day scheduled (e.g. incomplete delivery instructions, back-orders, etc).

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Review lay-away records for activity; mail letters to guests as appropriate.

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Update customer log with guest’s comments and notes regarding contact with guest.

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Coordinate the movement of floor sample merchandise to the store backroom in time for delivery or customer pick-up.

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Verify HSBC activity reports.

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Check in UPS packages.

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Authority as detailed in the Company’s Standard Operating Procedures.

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Apply corporate values (PARTNERS).

Note:
Specific objectives and performance standards for essential duties and responsibilities are established annually in the associate’s performance review document.

CUSTOMER REPRESENTATIVE

Store

MANAGEMENT/SUPERVISORY RESPONSIBILITIES

(including job titles of direct reports):
Not applicable.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, ability and/or physical demands required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Certification/Licensure

:

High School Diploma or equivalent.

Experience:
A minimum of one (1) year of customer service or related retail sales experience.

Knowledge/Skills/Abilities:
Ability to effectively communicate verbally and in writing.

Strong customer orientation with excellent interpersonal communication skills. Good listening skills.

Exhibits a calm and professional demeanor in resolving difficult situations with guests. Strong analytical and problem solving skills Demonstrated ability to handle multiple tasks simultaneously.

Detail oriented with excellent organizational skills. Good basic math skills. Knowledgeable with Word and Excel, and computer operating systems.

WORKING CONDITIONS/PHYSICAL ABILITIES:
Work performed in an office environment within a store.

Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer.

Frequently needs to stand, sit on a stool (counter height), and climb on and off the stool when assisting guests at the counter.

Veterans are encouraged to apply.

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