Customer Case Initiator & Resolution Liaison

Furnitureland South, Inc; Jamestown (NC); On-site; USD 32,000 - 52,000; Full time

Job summary

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

The role emphasizes clear communication, attention to detail, and customer satisfaction as you liaise between customers and internal departments to ensure professional handling. The onsite position requires collaboration with sales, delivery, and inventory teams to resolve issues efficiently and maintain high service standards in a

Qualifications

• High school diploma or equivalent required.
• 1–2 years of customer service experience, preferably in retail or furniture.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in Microsoft Office Suite and customer service management software.
• Ability to handle multiple cases simultaneously and work under pressure.
• Exceptional organizational and time-management skills.

Responsibilities

• Case Initiation: Initiate cases via intake calls and route to resolution; enter information into the CS management system.
• Customer Communication: Engage with customers via phone, email, and chat to gather information and provide updates.
• Case Management: Monitor progress, coordinate with sales, delivery, and inventory to resolve issues.
• Problem Resolution: Analyze concerns and develop solutions with the team to satisfy customers.
• Documentation: Maintain accurate records of interactions, status, and outcomes.
• Customer Advocacy: Act as the customer’s advocate within the company to address needs promptly.

Skills

Verbal communication

Written communication

Problem-solving

Attention to detail

MS Office

CSM software

Education

High school diploma

Associate degree or higher

Tools

Microsoft Office Suite

Customer service management software

Job description

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

The role emphasizes clear communication, attention to detail, and customer satisfaction as you liaise between customers and internal departments to ensure professional handling. The onsite position requires collaboration with sales, delivery, and inventory teams to resolve issues efficiently and maintain high service standards in a