Contact Center Super Agent

NFM; Omaha (NE); On-site; USD 26,000 - 36,000; Full time

Benefits offered by this job

Same day pay

Competitive annual increases

Staff discount on merchandise

Tuition Reimbursement

401(k) with company match

Volunteer opportunities

Job summary

Nebraska Furniture Mart (NFM) is seeking a Contact Center Super-Agent to handle service across Furniture, Appliances and Electronics. You will shadow train and mentor the department, ensuring accurate status updates and options for customers.

Responsibilities include coaching new hires, resolving issues, and documenting outcomes. Nights, weekends, and early mornings may be required to meet business needs; English/Spanish speakers are preferred.

Qualifications

• High School Diploma or GED preferred.
• 1 year in CSRII level and achieve above satisfactory scores on performance measures.
• Ability to work night, weekend and/or early morning hours based on business needs.
• English/Spanish bilingual speakers preferred.

Responsibilities

• Be precise; check status of merchandise and provide updates.
• Manage work to save sales and negotiate with customers for issues.
• Collaborate with vendor reps to resolve customer situations.
• Provide ongoing coaching and training for Customer Service staff.
• Take ownership of resolving customer issues and document all information.

Skills

Customer service

Bilingual English/Spanish

Typing speed

Conflict resolution

Shift flexibility

Education

High School Diploma or GED

Job description

At Nebraska Furniture Mart (NFM), we've been hiring friends since 1937 - people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today's Best places to work, and here a few reasons why: A FUN, stable work environment, with no layoffs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreams and a culture that encourages volunteering and serving our communities.

Pay Range: $19.15 - 26.34 hourly

Onsite with possible future opportunity to go remote

Job Description: Your Piece of the Puzzle

As NFM's Contact Center Super-Agent you will provide service on all skill types and customer concerns by performing a variety of duties (for Furniture, Appliances and Electronics). Function as a shadow trainer and provide ongoing mentorship to the department.

Job Duties: A Day in the Life

• Be Precise Check system for status of merchandise work with appropriate business partners for updates and provide appropriate information and options
• Manage Work to save sales and negotiate with customer for any failed moments of truth to establish positive customer relations
• Collaborate Work with vendor representatives on other options available to resolve customer situations
• Coach Provide ongoing coaching and training for Customer Service department for new hires and uptraining
• Play your Part Take ownership of resolving customer issues and ensure proper documentation is completed - check status of merchandise and inform customers of all information and options

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love-because that’s what we love.

Qualifications: Can You Check These Boxes?

• High School Diploma or GED preferred
• 1 year in CSRII level and achieve above satisfactory scores on performance measures
• Ability to work night, weekend and/or early morning hours based on business needs.
• Ability to enter data quickly and accurately
• English/Spanish bilingual speakers preferred
• Provide flexibility in training schedule as needed
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Provide feedback in a constructive manner to new hires and existing staff
• Pre-employment screening includes, but isn't limited to, criminal background check

Benefits: What’s in It for You?

As a full-time member of our NFM Family, you will enjoy:

• Same day pay - access to your earned pay on-demand, when you need it the most
• Competitive pay - generous annual increases up to 7%
• Inclusive culture - Because everyone who works or shops at NFM should feel right at home
• Health, dental, vision, life Insurance, short and long term disability
• Paid holidays (upon hire) and paid time off (after 90 days)
• Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months)
• Virtual and in-person career development opportunities at all levels
• Paid community volunteer opportunities
• Tuition Reimbursement
• You'll start saving for your retirement immediately in NFM's 401(k) and you're eligible for company match after one year. NFM's 401(k) also offers Berkshire Stock as an investment option

Nebraska Furniture Mart is an Equal Opportunity Employer