Customer Care Specialist - CSAT & Service Excellence

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

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.