Customer Support Manager

Description

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.

• 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.

• 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.

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.