Customer Case Coordinator for Swift Resolutions

Furnitureland South, Inc.; Jamestown (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Furnitureland South, Inc. is seeking a Customer Service Case Initiator to intake customer cases, including driver-originated issues, and route them for expedited resolution.

You will communicate via phone, email, and chat, document interactions, and coordinate with sales, delivery, and inventory teams to ensure timely, satisfactory outcomes. The role requires strong problem-solving, attention to detail, and a customer-focused, collaborative mindset.

Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service experience in retail or furniture preferred.
• Excellent verbal and written communication required.
• Proficiency in Microsoft Office and customer service management software.
• Ability to handle multiple cases and work under pressure.

Responsibilities

• Case Initiation: start cases via intake calls and determine the best path for resolution.
• Customer Communication: contact customers via phone, email, and chat to gather info and provide updates.
• Case Management: monitor progress and coordinate with internal departments.
• Problem Resolution: analyze concerns and develop solutions with the team.
• Documentation: maintain accurate records of interactions and outcomes.
• Customer Advocacy: act as the customer’s advocate within the company.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Team collaboration

Education

High school diploma or equivalent

Associate's degree or higher preferred

Tools

Microsoft Office Suite

Customer service management software

CRM software

Job description

Furnitureland South, Inc. is seeking a Customer Service Case Initiator to intake customer cases, including driver-originated issues, and route them for expedited resolution.

You will communicate via phone, email, and chat, document interactions, and coordinate with sales, delivery, and inventory teams to ensure timely, satisfactory outcomes. The role requires strong problem-solving, attention to detail, and a customer-focused, collaborative mindset.