Customer Service Specialist

Nebraska Furniture Mart, Inc.; The Colony, Northern (TX, KY); Hybrid; USD 25,000 - 34,000; Full time

Job summary

Nebraska Furniture Mart, Inc. in The Colony, TX is seeking a Customer Service Specialist to assist customers and resolve inquiries before and after delivery. This role emphasizes friendly, prompt problem-solving to ensure customer satisfaction.

You will handle returns, order status checks, and service options while applying the HEAT method to deliver world-class service. Spanish bilingual skills are a plus.

Qualifications

• High School Diploma or GED preferred
• 1 year of customer service experience that has included answering customer questions and concerns on a regular, includes one-to-one interaction
• 6 months of cash handling experience preferred
• Ability to enter data quickly and accurately
• Computer skills and ability to navigate through MS Office applications (Outlook, Word, Excel)
• Ability to work nights, weekends and/or early morning hours based on business needs
• English/Spanish bilingual speakers preferred
• Pre-employment screening includes criminal background check

Responsibilities

• Resolve situations for customers in a prompt, accurate, and friendly manner.
• Create positive experiences and build relationships to enhance customer loyalty.
• Follow up with customer concerns, issues, needs in a timely manner.
• Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action.
• Evaluate: Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations.
• Research and review customer accounts.
• Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters.
• Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner.

Skills

Customer service

Cash handling

Data entry

Bilingual English/Spanish

Education

High School Diploma or GED

Tools

MS Office

Outlook

Excel

Job description

Pay Range: $17.95 - $24.68 hourly

Job Description: Your Piece of the Puzzle

Do you like helping others? Nebraska Furniture Mart is looking for a Customer Service Specialist to assist our customers and resolve pre and post-delivery customer inquiries. If you have a knack for creative problem solving and providing timely customer satisfaction, this is the job for you!

Job Duties: A Day in the Life

Assist: Provide world-class customer service

• Resolve situations for customers in a prompt, accurate, and friendly manner.
• Create positive experiences and build relationships to enhance customer loyalty.
• Follow up with customer concerns, issues, needs in a timely manner.
• Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action.

Evaluate: Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations.

• Research and review customer accounts.
• Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters.

Process: Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner.

• Be Your Best & Represent NFM at the Highest Level:
• Expect to be a kind, helpful, and courteous Team Player
• Responsible for maintaining a clean and organized workstation
• Complete training and be eager to continue to learn new things

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love because that's what we love.

Qualifications: Can You Check These Boxes?

• High School Diploma or GED preferred
• 1 year of customer service experience that has included answering customer questions and concerns on a regular, includes one-to-one interaction
• OM & KC ONLY: 6 months of cash handling experience preferred
• Ability to enter data quickly and accurately
• Computer skills and ability to navigate through MS Office applications (Outlook, Word, Excel, etc.)
• Ability to work nights, weekends and/or early morning hours based on business needs
• English/Spanish bilingual speakers preferred
• Knowledge of Microsoft Office Applications
• Pre-employment screening includes criminal background check