Customer Service Representative - Part Time - South Attleboro MA

Customer Service Representative I – Part time – South Attleboro, MA

Cardi’s Furniture & Mattresses

Primary purpose is to win each day by delivering extraordinary service and value to each customer, every day. A Business Office Customer Service Representative I is responsible for producing favorable outcomes for all customers, fellow team members, the company and the communities we serve. A Business Office Customer Service Representative I is accountable for reaching the company goals and objectives.

• Greets all customers.
• Determine customers’ needs using proper inquiries.
• Recognize and overcome customer objections.
• Process customer orders and returns, verify inventory status, schedule pick‑ups and deliveries.
• Estimate delivery dates to customer, based on knowledge of production and delivery schedules.
• Ask for customers’ email address 100% of the time.
• Process cash, check, credit card and finance transactions.
• Comply with the check and payment acceptance policies.
• Balance the books and determine the deposit.
• Collect and distribute memos, mail, and faxes.
• Maintain daily reports.
• Assist customers telephoning or coming in to the store in resolving their questions, concerns and issues on purchases or direct them to the appropriate person or department.
• Follow-up with customers regarding their communication of concern.
• Ensure all required customer and merchandise information including customer’s concern(s) is accurately documented in the computer system.
• Process customer invoices (may create the invoice) and payments (by cash, check, bankcard, or financing) on purchases (including lay‑away / price protection items).
• Adjust customer’s invoice due to cancellations of items or orders, merchandise refused or damaged on delivery, merchandise price change, etc.
• Balance cash drawer daily at the beginning and end of shift including preparing bank deposit.
• Ensuring appropriate documentation is completed for large cash payments (cash compliance form and IRS Form 8300).
• Support the loss prevention policies by adhering to the counterfeit money procedures and personal check guidelines as well as customer pick‑up and phone order verification.
• Assist customers regarding merchandise availability (i.e. in stock, delay in shipping or change in status such as dropped or discontinued) including special orders and back orders.
• Schedule delivery or customer pick‑up.
• Pre‑delivery courtesy calls confirming/verifying delivery information.
• Post‑delivery courtesy calls ensuring the delivery service and merchandise were satisfactory.
• Overdue payments on accounts.
• Support merchandise delivery by reviewing future scheduled deliveries and resolving any issues that may hamper the delivery on the day scheduled (e.g. incomplete delivery instructions, back‑orders, etc).
• Review lay‑away records for activity; mail letters or post cards to guests as appropriate.
• Update customer’s order with guest’s comments and notes regarding contact with guest.
• Coordinate the movement of floor sample merchandise to the warehouse for delivery or customer pick‑up.
• Schedule appointments for service calls to customers’ homes.
• Keep abreast of new or changes in manufacturers’ and Cardi’s warranty programs, and where to locate warranty information.
• Communicate effectively the features and benefits of the warranty programs.
• Maintains a professional, well‑groomed appearance.
• Demonstrate customer‑focused attitude consistent with company guidelines.
• Support other Customer Service Representatives as assigned.
• Provides sales support to showroom management as needed.
• Inventories and assists in ordering office supplies.
• Arranges office equipment repairs as needed.
• Assuring a positive customer experience.
• Support management and peers, train and assist as needed.
• Comply with all company policies and procedures.
• Adjust scheduled hours to meet store needs.
• Consistently demonstrate customer service skills.
• Customer service accuracy, i.e. writing invoice, service orders, return orders, etc.
• Assist mattress stores in business office responsibilities.
• Have a good understanding of customer account computer screens and assist customers with inquiries regarding payments…