What are the responsibilities and job description for the GUEST SERVICES COORDINATOR position at HAYNES FURNITURE COMPANY INCORPORATED?
Full and Part Time positions available
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 by calling all guests scheduled for delivery 3 days prior to their scheduled delivery
- Responsible for auditing for accuracy, scanning and uploading all documents into DOMA i.e. sales orders, finance paperwork, and store closing reports.
- Open service orders - collect needed information, photos and add specifics for our Customer Service team.
- 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.
- Actively participate in any investigations and/or Problem Solving projects and procure any evidence of research requests.
- Must be flexible with work schedules and be available as needed to work evenings, holidays, and weekends, with or without advance notices.
POSITION RESPONSIBILITIES:
- Answer incoming calls promptly and professionally.
- Schedule deliveries and customer pick up.
- Responsible for CPU orders: auditing, completing, and providing logs to Loss Prevention and to the Merchandising Manager. Days vary depending on the market.
- Answer incoming messages promptly via Podium platform and works with Guest Service Manager to resolve escalated customer issues.
- Checks and responds to customer voicemails daily
- Find quick resolutions to customer questions or missed opportunities.
- Schedule deliveries and customer pick up.
- Respond to incoming and perform outbound communications with the highest level of professionalism.
- Open 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.
