At Nebraska Furniture Mart (NFM), we’ve been hiring friends since 1937-people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today’s Best places to work, and here a few reasons why: A FUN, stable work environment, with no layoffs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreamsand a culture that encourages volunteering and serving our communities.
Pay Range: $20.05 – 27.56 hourly
Job Description: Your Piece of the Puzzle
Do you like helping others? Nebraska Furniture Mart is looking for a Customer Service Lead to resolve pre and post-delivery customer inquiries. If you have a knack for creative problem solving, working with, and coaching a team, and providing timely customer satisfaction, this is the job for you!
Job Duties: A Day in the Life
Assist: Provide world-class customer service
- Resolve situations for customers in a prompt, accurate, and friendly manner
- Create positive experiences and build relationships to enhance customer loyalty
- Follow up with customer concerns, issues, needs in a timely manner
- Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action
Evaluate: Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations
- Research and review customer accounts
- Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters
Process: Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner
Lead Be Your Best & Represent NFM at the Highest Level: Be a kind, helpful, and courteous Team Player. Complete training and be eager to continue to learn new things
- First Impressions: Committed to making professional first impressions through dress, eye contact, listening to teammates
- Lead by Example: Seek information to share with your team, greet customers, be present and aware, consistently model NFM Core Values
- Provide Quality Coaching: Positive feedback, specific and well balanced
- Recognition: Timely, meaningful recognition of staff
- Decision Making: Research and provide effective solutions to resolve issues.
- Teamwork: Provide prompt, professional and polite service to all staff, conflict resolution, maintain a flexible work schedule. Responsible as a Floor Manager to observe, coach, assist staff
Your work will directly impact our ability to help people create a lifestyle they love, for the people they love-because that’s what we love.
Qualifications: Can You Check These Boxes?
- High School Diploma or GED preferred
- 2 – 5 years of customer service experience
- 1 year lead or supervisor experience
- Knowledge of Microsoft office applications
- English/Spanish bilingual speakers preferred
- Ability to work a minimum of one weekend shift, evenings, and/or early morning hours based on business needs.
- Pre-employment screening includes, but isn’t limited to, criminal background check
Benefits: What’s in It for You?
As a full-time member of our NFM Family, you will enjoy:
- Same day pay – access to your earned pay on-demand, when you need it the most
- Competitive pay – generous annual increases up to 7%
- Inclusive culture – Because everyone who works or shops at NFM should feel right at home
- Health, dental, vision, life Insurance, short and long term disability
- Paid holidays (upon hire) and paid time off (after 90 days)
- Staff discount on merchandise (Collectively, NFM staff have saved almost $2 million on purchases in the last 12 months)
- Virtual and in-person career development opportunities at all levels
- Paid community volunteer opportunities
- Tuition Reimbursement
- You’ll start saving for your retirement immediately in NFM’s 401(k) and you’re eligible for company match after one year. NFM’s 401(k) also offers Berkshire Stock as an investment option
Nebraska Furniture Mart is an Equal Opportunity Employer
Other details
- Job Family Customer Service
- Job Function Non-Manager
- Pay Type Hourly
- Travel Required No
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