Customer Care Agent

Morris Furniture Company, Inc.; Fairborn (OH); On-site; USD 19,000 - 30,000; Full time

Job summary

Morris Furniture Company, Inc. is seeking a Customer Care Agent to deliver a best-in-class experience by resolving inquiries across calls, emails, chats and social media.

You will manage pre/post-delivery questions, scheduling, parts orders and service coordination with accuracy and care. The role requires strong communication and empathy, reliable attendance, and proficient use of CRM systems and Microsoft Office to document interactions and support store teams.

Qualifications

• High school diploma or equivalent required.
• Prior call center experience preferred.
• Advanced computer skills and familiarity with Microsoft Office required.
• Experience using Customer Relationship Management (CRM) systems required.

Responsibilities

• Provide outstanding customer service with first contact resolution for all channels including inbound and outbound calls, emails, chats, texts and social media.
• Assist with pre-delivery and post-delivery inquiries, scheduling services, parts ordering and troubleshooting for store and online orders.
• Act as a customer liaison, providing product, warranty and service information, answering questions, problem solving while aiming to exceed CSAT goals.
• Initiate scheduling inspections and service calls with excellent follow-up.
• Assist store associates with customer issues for pre-delivery and post-delivery.
• Document every customer interaction in CRM at order level to ensure all parties are aware of issues.
• Support customer pickup services including verifying information, taking payments, and providing positive face-to-face interaction.
• Create returns, exchanges, adjustments and k eying new orders following policies.

Skills

Attendance & punctuality

Interpersonal skills

Verbal & written communication

Empathy & de-escalation

Education

High school diploma

Tools

CRM systems

Microsoft Office

Job description

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity, and Fun.

CUSTOMER CARE AGENT
Our Values:

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity, and Fun.

Purpose:

The Customer Care Agent is responsible for engaging with customers on behalf of Morris Furniture Co., Inc. The Customer Care Agent will be the first point of contact, responsible for delivering a best-in-class customer experience.

General Description of duties:

This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.

• Provide outstanding customer service with first contact resolution for all channels including inbound and outbound calls, emails, chats, texts and social media.
• Assist with both pre-delivery and post-delivery inquiries, scheduling services, parts ordering and troubleshooting for store and online orders.
• Act as a customer liaison, providing product, warranty and service information, answering questions, problem solving while striving to exceed customer expectations and Customer Satisfaction Score (CSAT) goals.
• Initiate scheduling inspections and service calls with excellent follow-up skills.
• Assist store associates with customer issues for pre-delivery and post-delivery.
• Document every customer interaction in Customer Relationship Management (CRM) system at order level ensuring all parties are aware of any order issues.
• Support customer pick-up services that include accurately verifying customer information, taking payments, and providing positive face-to-face interaction.
• Responsible for creating returns, exchanges, adjustments and keying new orders in the system following all company policies and procedures.

Qualifications:

• Exceptional attendance, punctuality, and consistent schedule adherence are essential.
• Strong interpersonal skills, including the ability to communicate clearly, listen actively, and maintain professional relationships with colleagues, customers, and stakeholders. Personable, attentive, with empathy and de-escalation skills and problem-solving skills.
• Strong verbal and written communicator.
• Ability to manage on-going and high priority assignments at the same time.

Requirements:

• High school diploma or equivalent combination of education and professional work experience required.
• Prior experience in call center environment preferred.
• Advanced computer skills and familiarity with Microsoft Office required.
• Experience using Customer Relationship Management (CRM) systems required.

Work Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, sit, bend, twist, use hand to finger, talk and hear. Specific visual abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus. Employee is occasionally required to lift, push, pull and/or move up to 25 pounds. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employees. The company reserves the right to revise or update this job description at any time without advance notice.