Call Center/Special Functions Associate The primary function of the Special Functions Associate is to provide quality customer service by telephone, e-mail and/or chat, to Bobs Discount Furniture staff and customers, in an efficient and highly professional manner. The Special Functions Associate responds to escalated or highly sensitive concerns relative to furniture purchases, deliveries and warranty claims generally of a more complex nature, requiring escalated, specialized focus and supports Third Party Customer Care associates by offering direction in problem resolution, and decision making. This role assists in the compilation, tracking and trending of required data; consistently and effectively provides feedback to Supervisors and Management regarding areas that require attention, either verbally or via reports; assists Team Supervisors, QA, and Training on an as needed basis, such as: handling special projects; assisting in training; and ensures that own work is in compliance with applicable laws, regulations and guidelines, as detailed in policies located on the Company intranet. This position reports to the Customer Care Team Supervisor or Manager. Job Responsibilities * Provide exceptional quality customer service by telephone, e-mail and/or chat, to Bobs Discount Furniture Customer Care staff and customers, in an efficient and highly professional manner including Presidential and/or Legal concerns * Respond to escalated or sensitive concerns relative to furniture purchases, deliveries, and warranty claims generally of a more complex nature and requiring escalated, specialized focus * Function in a hybrid capacity as needed, operating in various focused areas of the department including but not limited to Universal functions - Core, Team Support, E-mail Support, and Escalations * Assist in the development of agents by sharing information with BDF and Third Party Team Leads and Supervisors, using coaching modules created by the department * Consistently and effectively offer feedback to Supervisors and Managers regarding areas that require attention/process improvement * Participate in meetings with Customer Care Supervisors, Managers, and other departments, as needed, sharing observations and providing input regarding process improvements * Act as project lead on identified projects, providing communication to Supervisors and Managers * Provide follow-up as needed to ensure customer satisfaction, enhancing the customer experience * Assist with answering incoming calls, while maintaining an exceptional response rate and offering quality service according to department standards * Determine appropriate direction and steps required to gain customer satisfaction while balancing both the companys needs and those of the customer * Maintain and display a comprehensive knowledge of department and company practices and policies. Consistently ensure customer satisfaction levels are in line with corporate philosophy and goals, ensuring that goals are attained * Perform with a high degree of accuracy maintaining written work within expectations * Responsible for knowledge and expertise in utilizing technology and software used by the Company * Decision Making Responsibilities: * Under the direct supervision of the team supervisor, work is performed independently within and outside of established policies and procedure, and is regularly reviewed. Procedures and processes should be adapted to address unusual situations. Minimal supervisory approval may be required * Financial Responsibilities: * This position will be required to process account transactions that may impact customers payment history and account balances * Supervisory Responsibilities: * This position does not have Supervisory responsibilities. May serve as resource to less experienced staff * Perform other duties and participate in special projects as required Required Qualifications * High School Diploma or equivalent * Proven customer service and problem resolution skills * Demonstrated ability to work efficiently in a challenging fast-paced environment * Demonstrated strong verbal and written communication skills * Excellent organizational and time management skills * Proven ability to multi-task and apply knowledge of various job responsibilities effectively * Ability to make sound decisions within and outside of established policies * Displays competency as a subject matter expert regarding company policy and processes * Strong computer skills and familiarity with keyboarding and Windows based programs Preferred Qualifications * 2+ years customer service experience is preferred * Generally 6 months to 1 year experience in Bobs Discount Furniture Customer Care required Bobs Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.