Customer Service Call Center Representative

Jordan's Furniture Customer Service Representative

Do you have a passion for service, a curiosity for technology, and love to solve problems? If so, welcome home to a career with Jordan's Furniture! We are looking for motivated problem solvers to work in our fast paced, technical call center.

In this customer service job, you will be responsible for responding to a high volume of inbound and outbound calls. You will assist customers with a variety of challenges like troubleshooting furniture issues and scheduling both in home service appointments and customer deliveries. To succeed in our busy call center, you should have at least 2+ years of customer service experience and proven ability to multi-task and work in a fast-paced environment with strong attention to detail.

This position is located in East Taunton, MA and works a schedule of Tuesday – Saturday; 8:30 am – 5:00 pm. The training schedule for this position is primarily on site, with the opportunity for one day of remote work on Saturday. As your training progresses, you will gradually transition to a hybrid work arrangement. This means you will work two days in the office and three days remotely each week.

Salary Range: $22.00 - $24.00

We share our pay range because transparency matters. This reflects what we reasonably expect to pay for this role based on experience and performance.

Why you will love this job.

• Team atmosphere – We're all family here!
• Fast paced environment – Your days will fly by.
• Career growth – The possibilities are endless.
• Problem solving – Like puzzles? Put the pieces together to WOW our customers.
• Great benefits – medical, dental, vision and 40% employee discount

At Jordan's, we live the J-Way! Our average employee tenure is 12 years! Every day, our team embodies values that make a real difference:

• We Care… a Lot – because kindness and support are at the heart of everything we do.
• We Do the Right Thing – integrity is non-negotiable.
• We Dare to Think Differently – innovation keeps us ahead of the game.
• We Make Work Fun – yes, fun! Because great energy fuels great work.

Responsibilities we trust you to perform.

• Answers a high volume of inbound & outbound calls from customers to schedule, coordinate and confirm delivery of merchandise and schedule service/repair calls and any other customer concerns with the intent of providing customer satisfaction and retention. Enters customer information into customer service software to document each call.
• Investigates and resolves issues, including but not limited to; service, delivery, bedding, Piece Of Mind warranty, protection that require further research and follows up with customers.
• Approves and/or processes special customer concessions including returns, credits, adjustments and exchanges.
• Make system changes to delivery orders that are in the routing and/or truck-loading process; notifies appropriate personnel.
• Reviews and acts upon manufacturer's warranty issues, processes service appointments, customer returns and exchanges.
• Research and troubleshoot product issues/questions to clarify/avoid potential service issues.

What you will bring to the table:

• Strong oral/written communication skills and ability to professionally interact with internal and external customers
• Strong analytical, critical thinking and problem-solving skills
• Ability to handle difficult customers with ease
• Strong organizational/ time management skills
• Ability to type accurately and efficiently
• Proficiency in MS Office, Outlook and Internet
• Ability to work in a team environment
• Reliability

Jordan's prides itself on having a strong, loyal J-Team. We recognize we are 'One Team, One Goal' working together to continue to strengthen Jordan's place in the market and as an employer of choice. We know that you are here to support your family and we are here to support you! If this speaks to you, then it's time to talk.

Jordan's Furniture is an Equal Opportunity Employer.