Erdos At Home offers a collaborative environment that promotes teamwork and productivity. We value creativity and encourage our team members to feel inspired about their work and to find meaning and innovation in their individual roles. We move fast and practice open, honest communication and value the unique contributions that each person brings to the business.
We believe in fostering a diverse culture where team members feel "at home" in our stores and urban corporate studio from our surrounding product, to the way we dress to the music we listen to. Wellness, social responsibility and the arts are particularly important to us and we strive to weave these into our daily ventures to provide our customers with an exclusive experience incorporating a dose of the unexpected.
Overview: The Customer Service Representative is responsible for the processes and systems related to the servicing of our customers and the support of the sales staff. As a key leader in the business development value stream, this position directs the delivery administrative and operational assistance designed to promote revenue growth, productivity, and exceptional levels of customer satisfaction.
Duties and Responsibilities: Include the following, but are not limited to:
Providing general Store Support
Fielding Incoming service phone calls
Monitoring the follow up and completion of Service Orders; maintaining a minimal average service time
Data entry of Over-the-Phone sales orders
Responding to Live Chat requests from the Erdos at Home website
Responding promptly to service-related emails
Processing the entry of claims into the Ensenda system
Rectifying property damage claims
Managing and maintaining the Designer Trade Program account registry
Researching negative internet posts/Better Business Bureau complaints
Processing returns/refunds/exchanges
Coordinating merchandise returns (while maintaining accuracy in inventory)
Researching questionable charges, refunds and credits for customers and the Accounting Dept.
Researching and correcting incorrectly shipped items
Monitor the daily Proofs of Delivery (POD)
Researching customer complaints and offering resolutions
Obtaining/tracking credits from manufacturers
Processing web orders and returns
Maintaining follow up on open orders along with the eCommerce department
eCommerce Responsibilities
Processing sales from the Erdos at Home website
Processing returns and exchange orders
Responding to customer service related interactions (live chat, phone, email inquiries)
Processing Nationwide/FedEx Carrier Damage claims
Maintaining customer follow up on open orders
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience:
High school diploma (or general education equivalent); 2-4 years of higher education or experience, or any combination of the two is preferred. Experience in retail, specialty furniture retail is a plus.