Customer Support Manager

Furniture Connection INC.; Hopkinsville, Northern (KY, KY); Hybrid; USD 22,000 - 31,000; Full time

Job summary

Furniture Connection INC. is seeking a Customer Support Manager to lead daily customer support operations at our store in Kentucky.

This hands-on leadership role supervises a small team and collaborates with sales and store leadership to ensure a seamless customer experience from checkout to delivery and after-sale support. You will oversee one customer support employee, manage office procedures, and help maintain accurate financing and account records while ensuring exceptional service and

Qualifications

• Strong customer service and problem-solving skills.
• Excellent attention to detail and follow-through.
• Ability to remain calm and professional in challenging situations.
• Confidence providing direction and holding others accountable.
• Strong communication and organizational skills.
• Dependable attendance and punctuality.

Responsibilities

• Provide friendly, professional assistance to customers in person and by phone.
• Help resolve customer questions, concerns, and service issues.
• Follow up on customer needs and ensure issues are handled promptly.
• De-escalate difficult situations with patience, confidence, and professionalism.
• Help ensure customer orders, payments, financing documents, and delivery information are accurate.
• Support a smooth handoff between the sales team and office.
• Identify and resolve checkout or order-processing issues before they affect the customer.
• Maintain accurate customer account and financing records.
• Provide daily guidance, training, and support to one customer support employee.
• Ensure office procedures, checklists, and administrative responsibilities are completed.
• Coach for accuracy, professionalism, follow-through, and excellent customer service.
• Help create a positive, team-oriented work environment.
• Open and close the store when scheduled.
• Serve as Manager on Duty as needed.
• Assist with payroll and commission reporting.
• Complete end-of-day balancing and help resolve discrepancies.
• Monitor purchase orders, financing timelines, and product delays.
• Help maintain an organized, professional, and customer-ready store.

Job description

Description

Customer Support Manager - Furniture Retail
Starting Pay: $19.00 per hour

Are you organized, dependable, and comfortable helping both customers and coworkers solve problems? Furniture Connection is looking for a Customer Support Manager to help lead the daily office and customer support operations at our store.

This is a hands-on leadership role within a close-knit team of approximately 8-10 employees. You will directly oversee one customer support team member while working closely with store leadership and the sales team to ensure each customer's experience runs smoothly - from checkout and financing through delivery and post-sale support.

Requirements

What You'll Do

Support Customers

• Provide friendly, professional assistance to customers in person and by phone.


• Help resolve customer questions, concerns, and service issues.


• Follow up on customer needs and ensure issues are handled promptly.


• De-escalate difficult situations with patience, confidence, and professionalism.

Keep Transactions Running Smoothly

• Help ensure customer orders, payments, financing documents, and delivery information are accurate.


• Support a smooth handoff between the sales team and office.


• Identify and resolve checkout or order-processing issues before they affect the customer.


• Maintain accurate customer account and financing records.

Lead the Customer Support Function

• Provide daily guidance, training, and support to one customer support employee.


• Ensure office procedures, checklists, and administrative responsibilities are completed.


• Coach for accuracy, professionalism, follow-through, and excellent customer service.


• Help create a positive, team-oriented work environment.

Support Store Operations

• Open and close the store when scheduled.


• Serve as Manager on Duty as needed.


• Assist with payroll and commission reporting.


• Complete end-of-day balancing and help resolve discrepancies.


• Monitor purchase orders, financing timelines, and product delays.


• Help maintain an organized, professional, and customer-ready store.

What We're Looking For

• Strong customer service and problem-solving skills.


• Excellent attention to detail and follow-through.


• Ability to remain calm and professional in challenging situations.


• Confidence providing direction and holding others accountable.


• Strong communication and organizational skills.


• Dependable attendance and punctuality.


• Comfortable learning computer systems, financing processes, and office procedures.


• Previous retail, office, customer service, or leadership experience is preferred.

Why This Role Matters

The Customer Support Manager is an important connection between our customers, sales team, and store operations. Your organization and follow-through help ensure that promises made during the sale are carried through after the purchase.If you enjoy helping people, solving problems, and keeping a busy workplace organized, we would love to meet you.