Lead Customer Service Representative

Job Description

We’re looking for bright, energetic individuals to join our customer service team as a Lead Customer Service Representative. Advance your career with Havertys, the most established Furniture Retailer in the industry. Your onsite, hands-on training begins on your first day, where you’ll learn Havertys standards for providing exceptional customer service and ensuring customer satisfaction. You’ll thrive in our team environment where our focus is always superior Customer Service, Integrity, Quality, and Teamwork. Come grow with us at Havertys! 

Pay: Starting at $20.00 an hour, more with experience 

This is your Opportunity to: 

• Support customers, retail stores, DC management, and staff regarding merchandise and warranty issues 
• Respond to all customer service calls, including researching and resolving complex customer service issues 
• Maintain your MSC TO DO LIST and distribute service tickets to your team’s individual queues 
• Assist CSRs with their individual queues as necessary to keep the queues up to date 
• Attend to CS Supervisor’s emails on their days off 
• Review scheduled service tickets two days prior to the service date for potential problems 
• Review the delivery potential problem report and resolve any issues that would prevent a successful delivery 
• Answer incoming overflow calls as necessary 
• Respond to CSR’s questions when a supervisor is unavailable 
• Learn procedural, policy, and system enhancements and adapt to changes as they occur 
• Take escalated customer service calls 
• May be required to fill in for the Customer Service Supervisor 
• Showcase your ability to perform and provide value in a team environment 

Earning Opportunity: 

• Salary starts at $20.00 per hour, more with experience 
• Get Paid Daily. Team members have the flexibility to Draw Pay between pay cycles. 

We Offer: 

• Paid comprehensive training 
• Flexibility to draw pay between pay cycles with our Daily Pay Program 
• 401K program with a company match of 4% 
• Generous benefits package with premier medical, dental, and vision partners 
• Paid time-off includes vacation, sick time, personal days, company holidays 
• Ability to advance within the company if desired 
• Opportunities to give back to the community 
• Substantial associate discount on our quality merchandise 
• Bonus program for Team Member Referrals 
• Educational financial assistance 
• Complimentary health and wellness program 

Job Requirements

Qualifications: 

• Bachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience 
• Strong working knowledge of Lotus Notes Contact Management systems, MS Excel Spreadsheet software, and MS Word Processing software 
• Ability to work and communicate with all levels of management, using professional interpersonal skills 
• Able to work in a team environment and independently 
• Self-motivated and results-driven 
• Able to communicate effectively, using speech, hearing, and customer service skills 
• Ability to pass criminal background check, and drug test.  

Work Environment: 

• Office setting, business dress code 

Physical Demands: 

• Ability to sit for extended periods, use a computer and phone, and perform repetitive tasks with attention to detail 
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be considered to enable individuals with disabilities to perform the essential functions. 

Disclaimer

This job description in no way states or implies that these are the only duties to be performed by this employee. He/she will be required to follow any other instructions and to perform any other duties upon the request of his superior.

Havertys is an Equal Opportunity Employer. Havertys does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, national origin, veteran status or any other basis covered by appropriate law.