Customer Experience Representative

Erdos at Home; Dallas (TX); On-site; USD 35,000 - 50,000; Full time

Benefits offered by this job

Generous health insurance plan

Matching 401K plan

Employee discounts

Job summary

Erdos at Home is looking for a Customer Service Representative in Dallas, Texas. This role is crucial for supporting our customers and the sales staff, ensuring exceptional levels of customer satisfaction.

Your responsibilities include fielding inquiries through phone, email, and live chat, managing service orders, and processing sales and returns through our website. A high school diploma and 2-4 years of relevant experience are preferred. We offer a competitive compensation package including health insurance and a 401K plan.

Qualifications

• 2-4 years of experience in customer service or related field.
• Experience in retail, especially specialty furniture, is a plus.

Responsibilities

• Provide general store support and field incoming service phone calls.
• Process and manage customer service related interactions via live chat, phone, and email.
• Monitor service orders and maintain accuracy in inventory.

Skills

Customer service experience

Data entry

Communication skills

Education

High school diploma or equivalent

2-4 years of higher education

Job description

Erdos At Home offers a collaborative environment that promotes teamwork and productivity. We value creativity and encourage our team members to feel inspired about their work and to find meaning and innovation in their individual roles. We move fast and practice open, honest communication and value the unique contributions that each person brings to the business.

We believe in fostering a diverse culture where team members feel at home in our stores and urban corporate studio from our surrounding product, to the way we dress to the music we listen to. Wellness, social responsibility and the arts are particularly important to us and we strive to weave these into our daily ventures to provide our customers with an exclusive experience incorporating a dose of the unexpected.

Job Description

Overview: The Customer Service Representative is responsible for the processes and systems related to the servicing of our customers and the support of the sales staff. As a key leader in the business development value stream, this position directs the delivery of administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.

Duties and Responsibilities: Include the following, but are not limited to:

• Providing general Store Support
• Fielding Incoming service phone calls
• Monitoring the follow up and completion of Service Orders; maintaining a minimal average service time
• Data entry of Over-the-Phone sales orders
• Responding to Live Chat requests from the Erdos at Home website
• Responding promptly to service-related emails
• Processing the entry of claims into the Ensenda system
• Rectifying property damage claims
• Managing and maintaining the Designer Trade Program account registry
• Researching negative internet posts/Better Business Bureau complaints
• Processing returns/refunds/exchanges
• Coordinating merchandise returns (while maintaining accuracy in inventory)
• Researching questionable charges, refunds and credits for customers and the Accounting Dept.
• Researching and correcting incorrectly shipped items
• Monitor the daily Proofs of Delivery (POD)
• Researching customer complaints and offering resolutions
• Obtaining/tracking credits from manufacturers
• Processing web orders and returns
• Maintaining follow up on open orders along with the eCommerce department

eCommerce Responsibilities

• Processing sales from the Erdos at Home website
• Processing returns and exchange orders
• Responding to customer service related interactions (live chat, phone, email inquiries)
• Processing Nationwide/FedEx Carrier Damage claims
• Maintaining customer follow up on open orders

Qualifications

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience: High school diploma (or general education equivalent); 2-4 years of higher education or experience, or any combination of the two is preferred. Experience in retail, specialty furniture retail is a plus.

Additional Information

Erdos at Home offers a competitive compensation package including a generous health insurance plan, matching 401K plan and employee discounts. Erdos at Home is an equal opportunity employer.