Customer Experience Representative

The Customer Service Representative is responsible for the processes and systems related to the servicing of our customers and the support of the sales staff. As a key leader in the business development value stream, this position directs the delivery administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.

Duties and Responsibilities: Include the following, but are not limited to:

• Providing general Store Support

• Fielding Incoming service phone calls

• Monitoring the follow up and completion of Service Orders; maintaining a minimal average service time

• Data entry of Over-the-Phone sales orders

• Responding to Live Chat requests from the Erdos at Home website

• Responding promptly to service-related emails

• Processing the entry of claims into the Ensenda system

• Rectifying property damage claims

• Managing and maintaining the Designer Trade Program account registry

• Researching negative internet posts/Better Business Bureau complaints

• Processing returns/refunds/exchanges

• Coordinating merchandise returns (while maintaining accuracy in inventory)

• Researching questionable charges, refunds and credits for customers and the Accounting Dept.

• Researching and correcting incorrectly shipped items

• Monitor the daily Proofs of Delivery (POD)

• Researching customer complaints and offering resolutions

• Obtaining/tracking credits from manufacturers

• Processing web orders and returns

• Maintaining follow up on open orders along with the eCommerce department

eCommerce Responsibilities

Processing sales from the Erdos at Home website

Processing returns and exchange orders

Responding to customer service related interactions (live chat, phone, email inquiries)

Processing Nationwide/FedEx Carrier Damage claims

Maintaining customer follow up on open orders

Qualifications:

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

Experience:

High school diploma (or general education equivalent); 2-4 years of higher education or experience, or any combination of the two is preferred. Experience in retail, specialty furniture retail is a plus.

Erdos at Home offers a competitive compensation package including a generous health insurance plan, matching 401K plan and employee discounts. Erdos at Home is an equal opportunity employer.