Retail Office Manager: Customer Experience Lead

Regency Management Services LLC; Catonsville (MD); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan

Paid Vacation, Holidays & PTO

Employee Discounts on Furniture

Job summary

Regency Furniture, part of Regency Management Services LLC, seeks an organized Retail Office Manager to lead day-to-day showroom operations in Catonsville, MD. You will support the sales team, oversee office functions, resolve customer concerns, and ensure accurate processing of transactions and paperwork.

You will coach the office staff, manage schedules, and collaborate with Store and Sales Managers to keep the store running smoothly.

Qualifications

• Previous office management or customer service experience preferred.
• Leadership experience with the ability to coach and hold team members accountable.
• Strong customer service and interpersonal skills.
• Strong organizational and multitasking skills.
• Ability to prioritize and perform effectively in a fast-paced retail environment.
• Strong basic math skills, including discounts, percentages, and financial transactions.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, coach, and support Customer Service Representatives and office team members.
• Manage office schedules, daily responsibilities, and attendance.
• Greet customers and provide professional, knowledgeable service.
• Finalize customer transactions and ensure orders are processed accurately.
• Review sales orders, order updates, and modifications for accuracy and completion.
• Resolve customer concerns in person and over the phone, including escalated situations.
• Process cash, credit card, and check transactions according to company policies.
• Complete daily closeout procedures and cash reconciliation.
• Generate and maintain operational reports.
• Support sales floor operations, including pricing, tagging, promotions, and organization.
• Train and onboard new office team members on company systems and procedures.
• Complete and process new hire paperwork and ensure timely submission to HR.
• Maintain office supplies and submit supply requests as needed.
• Ensure office procedures and company policies are followed.
• Partner with store leadership to support daily operations and customer experience.
• Serve as a Key Holder when assigned.

Skills

Leadership

Customer service

Organizational skills

Multitasking

Attention to detail

Verbal communication

Written communication

Microsoft Outlook

Microsoft Word

Microsoft Excel

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Regency Furniture, part of Regency Management Services LLC, seeks an organized Retail Office Manager to lead day-to-day showroom operations in Catonsville, MD. You will support the sales team, oversee office functions, resolve customer concerns, and ensure accurate processing of transactions and paperwork.

You will coach the office staff, manage schedules, and collaborate with Store and Sales Managers to keep the store running smoothly.