Office Lead

At American Signature Inc., we believe everyone has the right to a well-furnished life. Since 1948, we have been helping families fill their homes with furniture they love. Our company includes more than 125 family-owned and operated stores. As a Customer Service Lead, you are a part of this family and critical to our success. The Office Lead achieves assigned individual/team goals and objectives in a timely and efficient manner and is critical to this goal!

Why you’ll want to join our team:

• Join a historic, family-owned business that has helped furnish the lives of customers for more than 70 years
• Comprehensive medical, dental, and vision benefits & 401K plan
• Growth. Our team members are encouraged to develop and move into more challenging roles as their career progresses.
• Employee discounts at our affiliate brands which include– Value City Furniture, American Signature Furniture, DSW, and American Eagle Outfitters

What your day will look like:

• Partner with the customer to ensuring we meet or exceed the customers' expectations and needs.
• Function as an integral part of the total customer service experience from the transaction of the sale through to the successful delivery to the customer.
• Partner with the customer service team to ensure that all customer and sale information is complete and accurate.
• May also partner with other customer service team members and management to enhance the overall buying experience and help ensure customer satisfaction.
• Follow customer service and sales procedures and techniques and ensures that store policies and procedures are maintained accordingly. 
• Lead office support positions (Office Support Team) to ensure the customers' expectations are met 
• Provide training for new hire office team members and ensures a great onboarding experience through training ramp up
• Assist with office support development and ongoing training as needed 
• Partner with the customer to determine the best delivery date that meets the customers' needs
• Resolve delivery date issues with customer. Should a customer change their mind the office lead would partner with management, as appropriate, to find an alternative that meets the customers' needs 
• May confirm the delivery with the customer and may interact with the Warehouse Team (Delivery Driver/Helper) to confirm receipt, order conformance, and to discuss any specific delivery specifications 
• Partner with the management team depending on the nature of any issue that may arise— Sales, payment, delivery
• Assist the customer service team in resolving customer issues. Ensure customer satisfaction
• Follow all established office standards, store policies and applicable store procedures in a timely and accurate manner.
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  What will help you succeed:

• 1-3 years demonstrated office experience in a retail environment, preferably furniture
• Prior customer service experience in a retail store or call center setting a must
• Excellent problem-solving skills with a desire to take ownership and resolve customer issues
• Customer service oriented with a desire to exceed customer expectations
• Ability to lead others in similar roles
• Excellent interpersonal communication skills
• Solid written communications skills 
• Excellent organization & follow-through skills
• Pleasant, courteous, and professional attitude 
• Team player