Customer Care Lead

Raymour & Flanigan Furniture and Mattresses; City of Kingston (NY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health benefits

401k with company match

Profit sharing

Cross training

Annual breakfast by owners

Job summary

Raymour & Flanigan Furniture and Mattresses is seeking a Customer Service Lead to guide the lifecycle of customer purchases, scheduling deliveries, and handling payments. You will independently manage duties while supporting a small team to elevate the shopping experience.

The role emphasizes strong communication, active listening, and empathetic problem solving in a fast-paced retail environment, with flexibility across days, nights, weekends, and holidays.

Qualifications

• Must provide genuine, friendly, personable, and professional service.
• Excellent communication, interpersonal, and organizational skills in person and on the phone.
• Ability to multi-task in a fast-paced service environment; strong listening skills.

Responsibilities

• Assist customers with scheduling deliveries and managing payments.
• Answer questions and resolve concerns to improve the shopping experience.
• Support a small team and liaise between senior leadership and staff.
• Proactively resolve escalated customer issues.

Skills

Customer service

Communication

Multitasking

Problem-solving

Active listening

Empathy

Conflict resolution

Team liaison

Organizational skills

Tools

CRM

Ticketing system

Job description

Who We Are

With Raymour and Flanigan, you'll quickly learn that our core beliefs are about you! We believe that if we treat our associates well, they will treat our customers well. We will continually ask you to think outside of the box to raise the bar in our business and we will do the same for you! That's why we pride ourselves on having the most competitive and comprehensive compensation packages in the furniture industry. This includes health benefits, 401k with company match plus profit sharing, cross training, annual breakfast prepared by our owners and so much more!

What You'll Do

As a Customer Service Lead, you will play an important role in the lifecycle of every customer's purchase. You bridge the gap between the dream and the reality by assisting customers with scheduling their deliveries, managing payments, and skillfully acknowledging customer questions and concerns. You will work independently as well as support a small team to ensure our vision of enhancing the customer shopping experience is continually strengthened.

What We Need From You Is

• Consistently to provide genuine, friendly, personable, and professional service.
• Effective communication, interpersonal, and organizational skills in person and on the phone.
• Demonstrate excellent listening skills and the ability to multi-task within a fast-paced service environment.
• Liaison between senior leadership and team members.
• Proactively resolve escalated customer issues.
• Support sales and operations team members to go above and beyond by advocating for every customer's concerns and requests.
• Flexibility to work a retail schedule that includes days, nights, weekends, holidays, and events.

We can't wait to get to know you!

Raymour & Flanigan supports an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

Please note that we are currently unable to offer visa sponsorship for this position. Candidates must have authorization to work in the U.S. without the need for sponsorship now or in the future.

We are strongly committed to inclusivity and diverse workforce. We are committed to a discrimination free workplace where associates are treated with respect and dignity. To achieve this, we do not discriminate against any associate or applicant on the basis of race, creed, color, religion, sex (including pregnancy), age, national origin, physical or mental disability, status as a victim of domestic violence, sexual orientation, sexual and other reproductive health decisions, marital or familial status, genetic information or other basis protected by law.

Raymour & Flanigan proudly supports a drug and smoke-free work environment.

Customer service representative Customer Service Lead Customer Service Assistant Manager Customer support Call center Customer satisfaction Problem-solving Communication skills Customer inquiries Ticketing system Customer complaints Conflict resolution Product knowledge Order processing Service inquiries Multitasking Active listening Empathy Resolution time Customer feedback Service excellence Escalation management Chat support Email support CRM (Customer Relationship Management)