Customer Service Representative - Key Accounts

Key Account Ambassador

Hooker Furnishings, in its 102nd year of business, is a designer, marketer, and importer of case goods, leather furniture, fabric-upholstered furniture, and outdoor furniture for the residential, hospitality, and contract markets. The company is committed to delivering quality products, exceptional customer experiences, and innovative solutions to retailers, designers, and consumers worldwide.

The Key Account Ambassador is responsible for coordinating customer sales, service and consumer support activities, managing orders, and delivering exceptional customer service to Hooker Furnishings customers for both domestic and overseas sales.

Candidates must demonstrate a high level of organization and attention to detail, possess excellent time management and problem-solving abilities, and effectively prioritize tasks in a multitasking environment. A positive work attitude, strong written and verbal communication skills and proficiency in basic MS Office.

Key Responsibilities

• Effectively manage a high volume of inbound telephone calls
• Generate and qualify sales leads
• Manage high profile customer and sales for domestic and overseas shipments
• Assess and identify customer needs to ensure satisfaction
• Foster and maintain strong, trusting relationships with customer accounts through transparent and responsive communication
• Deliver accurate, comprehensive information utilizing appropriate tools and methods
• Achieve individual and team sales targets as well as call handling benchmarks
• Address customer complaints by providing timely and effective solutions, ensuring thorough follow-up and resolution
• Maintain detailed records of customer interactions, process account documentation, and file necessary paperwork
• Adhere to established communication procedures, guidelines, and organizational policies
• Consistently strive to enhance customer engagement and satisfaction
• Strong ability to partner and collaborate with colleagues to reach common goals and project deadlines.
• Identify brand items, parts & service components to enter and manage service needs
• Review claims: assessing claim submissions, verifying policy coverage, and determining the legitimacy of claim(s).
• Support with investigation and documentation: conducting thorough review, gathering supporting documentation, and maintaining accurate records.
• Manage, analyze and report weekly metrics for sales and claims territory
• Perform additional duties related to customer account management, order processing, sales support, and claims resolution as needed.

Qualifications

• Demonstrated experience in customer support or as a Client/Customer Service Representative
• Proven record of exceeding performance quotas
• Strong telephone communication and active listening skills
• Familiarity with CRM systems and related practices
• Quickly identify Brand Components and Parts
• Customer-centric approach with adaptability to diverse personalities
• Excellent communication and presentation abilities
• Capable of multitasking, prioritizing workloads, and managing time efficiently
• High school diploma required

Why Should You Apply?

• A company dedicated to fostering a welcoming and supportive workplace where all individuals are valued and respected
• Competitive compensation plans
• 8 paid holidays (Plus an additional 2 floating holidays).
• Paid sick and vacation time.
• The ability to be a part of a Multinational, global organization with 14 locations in the US and offices in Vietnam.
• Career development focus including training opportunities and leadership development programs.
• Tuition reimbursement program.
• Emphasis on charitable giving and volunteering in our communities.
• Focus on ESG (Environmental, Social, and Corporate Governance).
• Comprehensive medical, dental, vision plans including a generous employer health saving account (HSA) contribution each plan year.
• Matching 401k employer contributions.