At American Signature Inc., we believe everyone has the right to a well-furnished life. Since 1948, we have been helping families fill their homes with furniture they love. Our company includes more than 125 family-owned and operated stores. As a Customer Service Lead, you are a part of this family and critical to our success. The Office Lead achieves assigned individual/team goals and objectives in a timely and efficient manner and is critical to this goal!
Why you’ll want to join our team:
- Join a historic, family-owned business that has helped furnish the lives of customers for more than 70 years
- Comprehensive medical, dental, and vision benefits & 401K plan
- Growth. Our team members are encouraged to develop and move into more challenging roles as their career progresses.
- Employee discounts at our affiliate brands which include– Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters
What your day will look like:
- Partner with the customer to ensuring we meet or exceed the customers' expectations and needs.
- Function as an integral part of the total customer service experience from the transaction of the sale through to the successful delivery to the customer.
- Partner with the customer service team to ensure that all customer and sale information is complete and accurate.
- May also partner with other customer service team members and management to enhance the overall buying experience and help ensure customer satisfaction.
- Follow customer service and sales procedures and techniques and ensures that store policies and procedures are maintained accordingly.
- Lead office support positions (Office Support Team) to ensure the customers' expectations are met
- Provide training for new hire office team members and ensures a great onboarding experience through training ramp up
- Assist with office support development and ongoing training as needed
- Partner with the customer to determine the best delivery date that meets the customers' needs
- Resolve delivery date issues with customer. Should a customer change their mind the office lead would partner with management, as appropriate, to find an alternative that meets the customers' needs
- May confirm the delivery with the customer and may interact with the Warehouse Team (Delivery Driver/Helper) to confirm receipt, order conformance, and to discuss any specific delivery specifications
- Partner with the management team depending on the nature of any issue that may arise— Sales, payment, delivery
- Assist the customer service team in resolving customer issues. Ensure customer satisfaction
- Follow all established office standards, store policies and applicable store procedures in a timely and accurate manner.
What will help you succeed:
- 1-3 years demonstrated office experience in a retail environment, preferably furniture
- Prior customer service experience in a retail store or call center setting a must
- Excellent problem-solving skills with a desire to take ownership and resolve customer issues
- Customer service oriented with a desire to exceed customer expectations
- Ability to lead others in similar roles
- Excellent interpersonal communication skills
- Solid written communications skills
- Excellent organization & follow-through skills
- Pleasant, courteous, and professional attitude
- Team player