El Dorado Furniture was established in South Florida in 1967, El Dorado Furniture has grown to become the largest Hispanic-owned furniture retail enterprise in the United States. With services offered all over the world, the family-owned company is ranked among the top 50 furniture retailers in the country. There are currently 15 El Dorado Furniture Showrooms and 3 outlet centers in Florida. Become a part of the most unique and innovative home furnishings retailer in the country. 

Responsibilities:

• 1-2 years of experience in a Customer service/Retention environment with a focus on the Customer Experience
• Resolves customer inquiries and complaints fairly and effectively according to the processes, procedures in real time (Call volume daily average 30 calls daily)
• Navigate customers through our corporate website effectively and thoroughly
• Process credit memos for existing customers
• Assist customers with claims and process credit memos
• Start the process of requesting refunds and voiding orders
• Processing orders on average 20 daily
• Follow up with sales and all corresponding departments on order status
• Respond to customer inquiries and resolve service complaints in a timely manner while collecting related data
• Conducts customer satisfaction calls and acts as member advocate to resolve questions or concerns
• Establishes effective working rapport with customers, team members, various departments and vendor personnel
• Responds to questions, resolves issues and/or forwards to appropriate personnel in a timely manner to ensure customer, referral, and employee satisfaction.
• Develop new strategies for customer retention initiatives
• Contributes with ideas for process or efficiency improvements to the Manager of Member Retention
• Communicates with customers to ensure questions and concerns area processed in a timely manner and effectively communicates with all related parties
• Provides adequate notes and documentation within platform to ensure customer satisfaction
• Conducts telephone conversations in a polite manner and ensures accurate information is exchanged and customer is satisfied
• Reports errors, omissions, and incidents to the supervisor of customer through documented reports
• Analyze customer opinions and develop new techniques to ensure retention.
• Excellent client or customer service skills to successfully assist and interact with customers, team members and associates
• Strong problem-solving and conflict resolution skill