Job Description

DESCRIPTION

This Customer Experience Operations Specialist is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as leveraging other team members within the Customer Experience Department.

CORE RESPONSIBILITIES

• Cross-Functional Communication and Collaboration
• Resolve Customer Escalations
• Oversee Customer Returns Process
• Utilize Sales Skills in Saving Customer’s Return(s)
• Provide Quality and Above and Beyond Customer Experience
• Track and Monitor Customer Orders through CRM
• Become knowledgeable in all lines of Abbyson Product
• Customer Chat

ESSENTIAL FUNCTIONS

• Oversees customer issues and ensure effective and long-term problem resolution.
• Oversees customer returns process including saving the sale.
• Answering product and service questions; suggesting information about other products and services.
• Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
• Resolving escalated customer complaints or disputes.
• Maintains in-depth working knowledge of the Companies systems and processes.
• Provides feedback to the company regarding service failures or customer concerns.
• Provides feedback to Order Fulfillment team to ensure all customers have accurate and timely information on order status and/or changes.
• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
• Responds to customer inquiries and problem solving in a professional and effective fashion.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent process knowledge and strong skills in negotiating and selling.

DESIRED QUALIFICATIONS

• Bachelor’s degree required.
• Wholesale/consumer goods industry preferred.
• 3-5 years’ experience in customer service/sales in high-volume environment required.
• Experience in corporate office environment required.
• Ability to communicate professionally, both verbally and written correspondence.
• Strong interpersonal skills.
• Excellent organizational and planning skills.
• Ability to work independently and problem solve.
• Must have the ability to multi-task and work in a fast-paced environment.
• Overtime, holidays and weekends required as needed.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Abbyson provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Abbyson complies with applicable state and local laws governing non-discrimination in employment in every location in which the company operates. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Type: Full-time

Company Description

For over 30 years Abbyson has taken great pride in being a family-based home furnishings brand that continually redefines itself through modern-day living. Our strategically aligned, full-spectrum business model and operations allows us to fully service major online furniture retailers and the core audience that is driving today's market. We understand the modern furniture buyer and consumer on a deeper level as well as have a keen eye on the popular trends that are driving online traffic and furniture sales. That's why our mission has always been to help them bring their homes to life with quality furniture at unbeatable prices. We believe that talent is defined by the collective behavior of each and every individual that makes this company great. Abbyson takes pride in hiring world-class, diverse talent and offering competitive total compensation packages. Compensation includes, but is not limited to, cash compensation through annual bonus structure, comprehensive medical benefits, employer-sponsored retirement plans, generous time off and fun cultural activities throughout the year.