Full Time Customer Service Specialist
About The Position
At Nebraska Furniture Mart (NFM), we’ve been hiring friends since 1937—people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today’s Best places to work, and here a few reasons why: A FUN, stable work environment, with no layoffs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreams and a culture that encourages volunteering and serving our communities. Job Description: Your Piece of the Puzzle Do you like helping others? Nebraska Furniture Mart is looking for a Customer Service Specialist to assist our customers and resolve pre and post-delivery customer inquiries. If you have a knack for creative problem solving and providing timely customer satisfaction, this is the job for you! Job Duties: A Day in the Life Assist: Provide world-class customer service Resolve situations for customers in a prompt, accurate, and friendly manner. Create positive experiences and build relationships to enhance customer loyalty. Follow up with customer concerns, issues, needs in a timely manner. Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action. Evaluate: Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations. Research and review customer accounts. Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters. Process: Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner. Be Your Best & Represent NFM at the Highest Level: Expect to be a kind, helpful, and courteous Team Player Responsible for maintaining a clean and organized workstation Complete training and be eager to continue to learn new things Your work will directly impact our ability to help people create a lifestyle they love, for the people they love—because that’s what we love.
Requirements
- High School Diploma or GED preferred
- 1 year of customer service experience that has included answering customer questions and concerns on a regular, includes one-to-one interaction
- OM & KC ONLY: 6 months of cash handling experience preferred
- Ability to enter data quickly and accurately
- Computer skills and ability to navigate through MS Office applications (Outlook, Word, Excel, etc.)
- Ability to work nights, weekends and/or early morning hours based on business needs
Nice To Haves
- English/Spanish bilingual speakers preferred
- Knowledge of Microsoft Office Applications
Responsibilities
- Provide world-class customer service
- Resolve situations for customers in a prompt, accurate, and friendly manner.
- Create positive experiences and build relationships to enhance customer loyalty.
- Follow up with customer concerns, issues, needs in a timely manner.
- Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action.
- Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations.
- Research and review customer accounts.
- Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters.
- Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner.
- Be a kind, helpful, and courteous Team Player
- Responsible for maintaining a clean and organized workstation
- Complete training and be eager to continue to learn new things
Benefits
- Same day pay - access to your earned pay on-demand, when you need it the most
- Competitive pay - generous annual increases up to 7%
- Inclusive culture – Because everyone who works or shops at NFM should feel right at home
- Health, dental, vision, life Insurance, short and long term disability
- Paid holidays (upon hire) and paid time off (after 90 days)
- Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months)
- Virtual and in-person career development opportunities at all levels
- Paid community volunteer opportunities
- Tuition Reimbursement
- You’ll start saving for your retirement immediately in NFM’s 401(k) and you’re eligible for company match after one year. NFM’s 401(k) also offers Berkshire Stock as an investment option
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
