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Furnitureland South, Inc · 6 hours ago

Case Initiator

Jamestown, NC

Full-time

Onsite

Entry Level

$23/hr - $23/hr

1+ years exp

Furnitureland South, Inc is seeking a Customer Service Case Initiator responsible for the intake of customer cases and ensuring efficient resolution. The role requires excellent communication skills and a commitment to customer satisfaction, acting as a liaison between customers and internal departments.

Consumer GoodsReal EstateRetail

Responsibilities

Case Initiation: Initiate cases via intake calls, determine appropriate and most desirable path for resolution and move to next step for resolution. Enter relevant information into the customer service management system

Customer Communication: Engage with customers via phone, email, and chat to gather necessary information and provide updates on case status

Case Management: Monitor the progress of each case, ensuring timely follow-up and resolution. Coordinate with internal departments such as sales, delivery, and inventory to address customer issues

Problem Resolution: Identify and analyze customer concerns, and work collaboratively with team members to develop solutions and resolve issues to the customer's satisfaction

Documentation: Maintain accurate and detailed records of customer interactions, case status, and resolution outcomes. Ensure all case documentation is complete and up-to-date

Customer Advocacy: Act as the customer’s advocate within the company, ensuring their needs are met and their concerns are addressed promptly

Qualification

Customer service management softwareMicrosoft Office SuiteProblem-solving abilitiesAttention to detailVerbal communication skillsWritten communication skillsOrganizational skillsTime-management skillsWork under pressure