Why Join Home Zone:
At Home Zone, we pride ourselves on delivering the highest level of customer service, and the Customer Service Representative role is crucial to our success. We offer a positive work environment, full-time hours, competitive wages starting at $18 per hour, comprehensive benefits package, and weekly pay. You will handle customer delivery and service/warranty inquiries, issues, or complaints, utilizing our Zendesk platform and PackageAi system to ensure seamless communication between guests and delivery drivers. Your contributions will directly impact Home Zone's mission to provide the best value and service in the furniture industry. This position will start off at our offices in Grand Prairie, TX, but will be moving to our brand-new state-of-the-art distribution center/corporate office in Midlothian, TX after a couple months.
Core Values: Are you...
- Ridiculously Responsive: Always respond to customer inquiries and issues promptly and efficiently, demonstrating our commitment to exceptional service.
- Busy Bees: Maintain a high level of productivity and multitask effectively in our dynamic work environment.
- People Pleasers: Strive to exceed customer expectations by providing personalized and empathetic service.
- Box Busters: Think outside the box to find innovative solutions to customer problems.
- Real Relationships: Build and nurture genuine relationships with customers and colleagues.
- Perfection of the ABCs: Aim for accuracy, brevity, and clarity in all communications and documentation.
- People Developers: Support and mentor team members, contributing to a collaborative and growth-oriented work culture.
Responsibilities and Duties:
- Punctuality and Attendance: Maintain regular and reliable attendance.
- Professional Attitude: Exhibit a positive, empathetic, and professional demeanor towards guests and co-workers at all times.
- Phone System Operation: Efficiently operate our phone system to accept calls and manage cases.
- Effective Communication: Coordinate with guests and co-workers through phone calls, emails, and live chats.
- Prompt Response: Quickly address guest inquiries, resolving customer issues and complaints effectively.
- Delivery Tracking: Monitor deliveries throughout the day using the PackageAi program, following up with customers to ensure their complete satisfaction.
- Order Processing: Accurately process service orders, exchanges, and delivery rescheduling.
- Warranty Claims Processing: Utilize our CRM, Zendesk, to work and solve warranty tickets efficiently.
- Repair Coordination: Communicate with our repair shop to resolve repair issues and order necessary parts through the Parts Manager.
- Documentation: Clearly document key information on guest accounts, including records of customer interactions, transactions, comments, and complaints.
Qualifications:
- Experience: Previous experience in customer service and/or a call center is preferred.
- Communication Skills: Strong written and verbal communication skills are essential.
- Customer Service Orientation: Must be empathetic, responsive, and patient.
- Calm Under Pressure: Ability to remain calm and de-escalate stressful situations.
- Technical Proficiency: Strong computer skills, including quick and accurate data entry.
- Multi-tasking Ability: Capable of handling multiple tasks with great attention to detail.
- Adaptability: Ability to stay focused in a dynamic and changing environment.
- Professionalism: Ability to accept and consider constructive criticism professionally.
- Transportation: Reliable transportation to and from work.
- Background Check: Must be able to pass a background check.
- Physical Requirements: Must be able to sit at a desk for extended periods.
Job Type:
Pay:
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Vision insurance
- Paid vacation
Schedule:
- 8-hour shifts
- Monday to Friday
Education:
- High school diploma or equivalent (Required)
Work Location:
Job Type: Full-time
Pay: From $18.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 10 hour shift
- 12 hour shift
- Day shift
Weekly day range:
- Monday to Friday
- Weekends as needed
Experience:
- Customer Service: 1 year (Required)
Language:
Work Location: In person