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Customer Service Assistant Manager

Ashley HomeStore Edison, NJ

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

ob description

Summary

Oversee and manage all customer service aspects of our business. Enhance our image by ensuring our customers receive the highest level of satisfaction through quality service and courteous behavior. Maintain positive customer relationships by meeting customer expectations through post-delivery issues that may arise. Interact with our customers to provide information in response to inquiries about products or services and to handle and resolve complaints.

Essential Functions

Strong focus on employee engagement, including the coaching and development of team members

· Customers are given the highest level of service possible. Customers requiring service are serviced properly, and customer service decisions are within company-established parameters.

· After a sale of our product, serve as the direct point of contact for customers

· Respond to customer inquiries involving questions and requests relating to account balances, order status, exchanges, warranty, and damaged product

· Handle customer issues and/or problems to determine its validity—offer solutions, provide refunds, exchanges, or other offers such as discounts

· Communicate with senior management concerning service resolution problems outside of company parameters.

· Assist and direct customers inquiring about fabric protection warranties.

· Service product by handling repairs in a timely, effective and courteous manner. Repairs are made on initial visit when possible, and your image is professional in all of your customer interactions.

· File claims as needed for extended case goods warranties, etc.

· Management

· Oversee the customer service department. Review all open requests daily to insure proper action has been taken.

· Recruit, interview, hire, discipline and if appropriate, and terminate staff to maintain a high level of performance.

· Oversee the delivery process of merchandise to manage our expectations. There is no pattern of damage, multiple trips to complete a delivery, missing items resulting from delivery, or extra items loaded.

· Review and approve weekly bills and charge backs.

· Assist in the training of other employees so their development is consistently performed and up to company expectations.

· Participate in evaluations to develop the performance of direct reports. Performance improvement is successfully accomplished and ongoing.

· Oversee customer service technicians. Schedule technicians and monitor their in-home success rates. Through your understanding of the nature of customer service requests, utilize in-home technicians only when necessary.

· Oversee the monitoring of delivery and service tech routes during the day to see progress and notify customers that will be affected if changes in the schedule are necessary.

· Resolve any Better Business Bureau complaints.

· All other duties as assigned by management.

Schedule Expectations

Number of hours per week 40

Flexible schedule with availability to work on evenings, weekends, and holidays

Education & Experience Requirements

· Excellent customer service skills—really enjoys servicing people

· Easily troubleshoot problems and provide solutions to customer’s inquiries.

· Make good decisions in the best interest of the customer and our company

· Heavy telephone interaction, data entry and administrative duties

· Must work extremely well in a team environment

· Must possess a very upbeat and positive personality

· Strong communication skills- written and oral and able to articulate clearly

· Competent with word processing, internet, e-mail and job-related software.

· High School Diploma or GED equivalent

Company Description
Ashley Furniture Industries, Inc. (Ashley) is the largest furniture manufacturer in the United States and one of the largest in the world. Established in 1945, Ashley offers one of the industry’s broadest product assortments to retail partners in 123 countries. From design through fulfillment, Ashley continuously strives to provide our customer with the best values, selection and service in the furniture industry.
We are passionate about every piece of furniture we build, from the finest detail to the largest idea. From the moment we conceive of a design, to the point that our furniture is produced in our world class manufacturing operations, and ultimately packaged, delivered and accepted into the home -– we aim for complete satisfaction.

Ashley HomeStore

Why Work Here?
Great benefits, PTO, vacation and room to grow for the right, reliable person!

Ashley Furniture Industries, Inc. (Ashley) is the largest furniture manufacturer in the United States and one of the largest in the world. Established in 1945, Ashley offers one of the industry’s broadest product assortments to retail partners in 123 countries. From design through fulfillment, Ashley continuously strives to provide our customer with the best values, selection and service in the furniture industry. We are passionate about every piece of furniture we build, from the finest detail to the largest idea. From the moment we conceive of a design, to the point that our furniture is produced in our world class manufacturing operations, and ultimately packaged, delivered and accepted into the home -– we aim for complete satisfaction.

Ashley HomeStore's Logo

Address

208 Fernwood Ave

Edison, NJ
USA

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Business

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