GUEST SERVICES LEAD - The Dump Luxe Outlet

Description

Provide the highest level of attention and service to our guests. Provide support from point of sale through delivery and any customer service post-delivery opportunities and ensure the stores profitability. Be a professional brand ambassador by assisting our internal and external customers.

• Responsible for delivery confirmation at point of sale and the '3 day out' delivery confirmation process.
• Responsible for auditing for accuracy, scanning and uploading all documents into DOMA i.e. sales orders, finance paperwork, and store closing reports.
• Open and schedule service orders - collect needed information, photos and add specifics for our Customer Service team.
• Responsible for service confirmation process, by calling all guests scheduled for service 2 days prior to their scheduled service call.
• Enter approved even exchanges and attach needed photos, return authorization, or Warranty Protection Plan claim approvals, and complete credit memo forms as required.
• Convey accurate information to customers to ensure the highest quality service.
• Responsible for cash balancing at the end of each day.
• Demonstrate a culture of respect, adaptability, multifunction capabilities and a strong work ethic.
• Must be flexible with work schedules and be available, as needed.
• Answer incoming calls promptly and professionally; finding quick resolution to customers questions or missed opportunities.
• Schedule deliveries and customer pick up.
• Respond to incoming and perform outbound communications with the highest level of professionalism.
• Open, schedule, and maintain service orders for customers, collect needed information as well as photos for our service department to review and follow-up.
• Assist customers with orders, take credit card payments, as well as perform cash balancing and DOMA filing.
• Problem solve for damaged items, delivered wrong, tagged wrong or entered wrong orders and partner with store leadership to resolve in the most profitable way.
• Understand and adhere to Company Policies as outlined in the Employee Handbook.
• Any other duties or responsibilities assigned by management.

Requirements

Ability to create a "high level" service environment for guests. Dynamic and outgoing personality, effective communication skills both written and verbal. Solid math and computer skills. Must have critical thinking ability to solve problems, make quick decision in fast paced environment while demonstrating strong interpersonal relationship skills.

PHYSICAL DEMANDS/ ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, employees are frequently required to sit, and use their hands and fingers to operate a computer keyboard, mouse, or write. They are regularly required to walk, stand, speak, see or hear. Special vision abilities required by this job include the ability to focus clearly on numbers and figures. Occasionally, lifting 25 pounds may be required.

TOOLS OR EQUIPMENT USED ON THE JOB: Telephone, computer, printer, calculator, scanner, copier, and other general office equipment.

EDUCATION AND TRAINING:

• Education: High school diploma
• Experience: Previous customer service experience and/or call center experience. Second language appreciated- but not necessary.