Customer Service Consultant
Art Van Furniture - Warren, MI

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JOB SUMMARY :

Responds to and resolves guests’ concerns in a professional, timely and satisfactory manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

May perform the following as assigned:

§ Answer all incoming calls using an automated call system. Ensure the caller waiting the longest is answered first.

§ Assist guests coming in to the service center with questions, dropping off or picking up merchandise for repair. Estimate repair based on examination.

§ Follow-up with guests (via telephone or e-mail) regarding their letters of concern.

§ Respond to and resolve guests’ questions and/or concerns in a professional, timely and satisfactory manner.

§ Ensure all required guest and merchandise information including guest’s concern(s) is accurately documented in the service request entry.

§ Verify guest purchases through invoice lookup.

§ Determine if the merchandise is under warranty and which warranty applies or, if the merchandise can be repaired.

§ Contact manufacturer regarding warranty questions.

§ Place part order request in the service call.

§ Determine who is responsible for the cost of the service call.

§ Schedule appointments for service calls to guests’ homes.

§ Ensure notes on service calls are kept up to date in the system at all times.

§ Review monthly open service call report, make follow up calls to guests.

§ Coordinate in-store repairs by setting up appointments for pickup and delivery, notifying guests for merchandise ready for pick up and check in drivers.

§ Receive and document calls from in-home service technicians when they have completed a call or delivery.

§ Oversee daily specialized delivery process including delivery confirmation, driver communications, driver check-in and balancing of trip sheet.

§ Follow up with guest to ensure the service call was completed satisfactorily; document in the system.

§ Process payments for services including cash, checks or credit.

§ Keep abreast of new or changes in manufacturers’ and AVF’s warranty programs, and where to locate warranty information.

§ Communicate effectively the features and benefits of the warranty programs.

§ Support other Customer Service Consultants as assigned.

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

§ 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.

MANAGEMENT/SUPERVISORY RESPONSIBILITIES (including job titles of direct reports): Not applicable.

Customer Service Consultant Central Service

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 two (2) years of customer service or retail experience.

Knowledge/Skills/Abilities:

Ability to effectively communicate verbally and in writing. Demonstrated ability to handle multiple tasks simultaneously. Strong customer orientation with excellent interpersonal communication skills. Strong analytical and problem solving skills. Detail oriented with excellent organizational skills. Proficient with Word and Excel, and working knowledge of computer operating system. Strong knowledge of manufacturer’s warranties and policies; and demonstrated ability to sell.

WORKING CONDITIONS/PHYSICAL ABILITIES :

Work performed in an office environment. Normal amount of sitting or standing, average mobility to move around an office environment, able to conduct normal amount of work at a computer. Occasionally may sit or stand for an extended period of time; and lift up to 25 lbs when inspecting merchandise at counter.

Veterans are encouraged to apply.

Art Van Furniture - 22 months ago - save job - copy to clipboard
About this company
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Art Van Furniture Inc. is the Midwest's largest furniture retailer and America's largest independent furniture retailer. The company...