Job description

The Service Specialist position will be a point of contact for all service and repair issues, escalations, and highly visible and sensitive occurrences related. The Service Specialist will also lead initiatives in responding to both customers and internal business partners via email and other forms of written communication as it relates to service and repair specifically. Candidates must have a positive, forward thinking mindset to improve overall productivity and efficiency. Responsibilities of this position include:

Essential Job Functions: (can be more than 5 functions)

1. Take ownership and effectively manage multiple service customers and orders through resolution using multiple systems (Ashley Direct, STORIS, Textline, Salesforce, etc.) to do so.

2. Clearly communicate problem resolution and next steps to customers and internal business partners, in both verbal and written form.

3. Provide insight, analysis, and recommendations to senior leadership.

4. Handle highly escalated service and repair situations with grace, professionalism, and positivity.

5. Maintain a balance between company policy and customer needs by problem solving and divergent thinking.

6. Resolve service issues by identifying the root cause and taking a proactive approach to solve for future customers.

7. Ensure a high level of productivity (consistent follow-up, closing completed orders, etc.) with all service orders to meet customer needs and expectations.

8. Foster relationships with internal departments, including Retail, Operations, Delivery, Customer Care, and more.

9. Actively achieve or exceed established performance metrics as defined by management.

10. Performs all other duties as assigned.

Minimum Required Education, Experience & Skills:

§ 3+ years of applicable work experience, preferably in a high-volume call center

Preferred Education, Experience & Skills

• Excellent customer service skills
• Experience managing relationships with outside vendors
• Must be detail oriented with above average written and oral communication skills
• Expert proficiency of Microsoft Office to include Word, Excel, & Outlook

Physical & Mental Requirements: (check all that apply)

Ability to communicate effectively verbally, in writing, and/or electronically

Ability to sit for extended periods of time

Ability to use logical reasoning for simple and/or complex problem solving

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Work setting:

• Call center
• Remote

Application Question(s):

• This position will be on-site for the first few weeks of training, is this something you are comfortable with?

Work Location: Remote

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