Client Care & Showroom Operations Specialist

Pay: $26-$30 per hour, based on experience | Schedule: 40 hours/week, including Saturdays Start: Immediate opening About Theodore Alexander Theodore Alexander is a luxury furniture brand known for exceptional craftsmanship, sophisticated design, and timeless furnishings. At our Manhasset Design Center, we believe outstanding service extends beyond the sale. We are looking for a trusted professional who takes ownership of client concerns and protects long-term relationships. The Role As our Client Care & Showroom Operations Specialist, you will coordinate complex post-sale issues from first contact to confirmed resolution. You will be a consistent point of contact for clients, collaborate across departments, and support smooth daily showroom operations. This hands-on, on-site role reports to showroom leadership. Key Responsibilities Client Care & Complaint Resolution Respond to post-sale concerns by phone, email, and in person with empathy, patience, and professionalism. Investigate delivery delays, damage, defects, custom orders, returns, and warranty requests; recommend appropriate solutions under company guidelines. Keep clients proactively informed, arrange service or customer-home visits when appropriate, and follow each case through to resolution. Cross-Functional Coordination & Problem Solving Coordinate among Sales, Warehouse, Logistics, Delivery, Special Orders, Parts, and Headquarters, including international teams when needed. Clarify ownership, timelines, and next actions; ensure problems are resolved rather than passed between departments. Identify obstacles, exercise sound judgment, and elevate urgent or complex matters promptly. Order Management & Case Tracking Track production, shipping, delivery, installation, and outstanding service commitments deadlines, and outcomes. Review open cases regularly with showroom leadership, report risks, and propose improvements to recurring service issues. Showroom Support & Brand Reputation Support accurate product information, pricing tags, documentation, service appointments, and daily showroom coordination. Help investigate concerns raised through public reviews and other feedback channels and support fact-based responses. Deliver the thoughtful, reliable experience expected of a luxury furniture brand. Qualifications At least 2 years of customer service experience, ideally handling complex cases or high-value clients. Excellent emotional intelligence, patience, calmness under pressure, and conflict-resolution skills. Strong cross-functional coordination, interpersonal communication, and independent problem-solving abilities. Proven ownership and follow-through, organizational discipline, and attention to detail. Excellent written and spoken English; proficiency in email, Excel, CRM, or order-management systems. Ability to work full-time on-site in Manhasset, including Saturdays. Preferred: Luxury furniture, home furnishings, interiors, hospitality, or premium retail experience; knowledge of custom orders and logistics; psychology, communications, or conflict-resolution training; Mandarin Chinese. What Success Looks Like in the First 90 Days All open client issues are documented with a named owner, next step, and follow-up date. Clients receive proactive updates and escalated issues are tracked through resolution. Showroom leadership has clear visibility into outstanding cases and recurring problems. Coordination, service consistency, and client confidence measurably improve. What We Offer Competitive hourly compensation based on experience Professional training and growth opportunities Employee product discounts A collaborative luxury showroom environment Theodore Alexander is an Equal Opportunity Employer. #J-18808-Ljbffr