Support Specialist

Position: Next Level Support Specialist

Next Level Support Specialist

We are seeking a highly motivated and experienced Next Level Support Specialist to join our team at Gardner White Furniture & Mattress. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to lead and motivate a team of customer service representatives.

Customer Service & Support

• Manage 70+ inbound/outbound calls daily with an average handling time of 3.5 minutes.
• Resolve 80% of issues on the first call and maintain a 90%+ customer satisfaction score.
• Respond promptly to customer inquiries via phone and email.
• Handle escalated issues professionally, involving senior staff when necessary.

Order Fulfillment & Logistics

• Process late and next-day delivery orders and fulfillment requests.
• Manage inventory updates and perform logistical audits.
• Invoice delivery trucks and ensure accurate shipping documentation.

Service Coordination

• Schedule and coordinate service appointments.
• Support service tech board closures and billing.
• Prepare and process billing for completed service tasks.

Administrative & Reporting Tasks

• Maintain accurate records for customers, orders, and inventory.
• Generate end-of-shift KPI reports for management.
• Participate in team meetings to review performance and updates.

Collaboration & Training

• Work cross-functionally with other departments to ensure smooth operations.
• Participate in onboarding, cross-training, and ongoing development programs.
• Engage in quarterly performance reviews to track progress and set goals.
• Other duties/projects as assigned.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Work Environment

This job operates in a professional call center environment using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Requirements Physical Demands

• The employee is occasionally required to sit; climb or balance; and stoop, kneel, and crouch.
• The employee must frequently lift and/or move up to 10 pounds and occasionally lift or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Qualifications

• High school diploma or equivalent
• Proficient in Microsoft Office and other computer applications
• Previous experience in a call center or customer service role preferred
• Excellent verbal and written communication skills, with the capacity to understand and execute instructions effectively.
• Strong interpersonal skills, including exceptional listening and problem-solving abilities.
• Ability to collaborate effectively in a team setting and work autonomously with minimal supervision.
• Ability to work flexible hours, including evenings and weekends.

Position Type / Expected Hours of Work

This is a full-time position, working a varying schedule to support the needs of the business.

Location & Salary

Detroit, MI – $60,000.00 - $65,000.00.

Classification

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industry: Furniture and Home Furnishings Manufacturing

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