Gardner White Furniture & Mattress
Next Level Support Specialist
Gardner White Furniture & Mattress, Auburn Hills, Michigan, United States, 48326
Next Level Support Specialist
We are seeking a highly motivated and experienced Next Level Support Specialist to join our team at Gardner White Furniture & Mattress. The ideal candidate will have excellent communication skills, a positive attitude, and the ability to lead and motivate a team of customer service representatives.
Customer Service & Support
Manage 70+ inbound/outbound calls daily with an average handling time of 3.5 minutes.
Resolve 80% of issues on the first call and maintain a 90%+ customer satisfaction score.
Respond promptly to customer inquiries via phone and email.
Handle escalated issues professionally, involving senior staff when necessary.
Order Fulfillment & Logistics
Process late and next-day delivery orders and fulfillment requests.
Manage inventory updates and perform logistical audits.
Invoice delivery trucks and ensure accurate shipping documentation.
Service Coordination
Schedule and coordinate service appointments.
Support service tech board closures and billing.
Prepare and process billing for completed service tasks.
Administrative & Reporting Tasks
Maintain accurate records for customers, orders, and inventory.
Generate end-of-shift KPI reports for management.
Participate in team meetings to review performance and updates.
Collaboration & Training
Work cross-functionally with other departments to ensure smooth operations.
Participate in onboarding, cross-training, and ongoing development programs.
Engage in quarterly performance reviews to track progress and set goals.
Other duties/projects as assigned.
Supervisory Responsibilities This position does not have supervisory responsibilities.
Work Environment This job operates in a professional call center environment using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Requirements Physical Demands
The employee is occasionally required to sit; climb or balance; and stoop, kneel, and crouch.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Qualifications
High school diploma or equivalent
Proficient in Microsoft Office and other computer applications
Previous experience in a call center or customer service role preferred
Excellent verbal and written communication skills, with the capacity to understand and execute instructions effectively.
Strong interpersonal skills, including exceptional listening and problem-solving abilities.
Ability to collaborate effectively in a team setting and work autonomously with minimal supervision.
Ability to work flexible hours, including evenings and weekends.
Position Type / Expected Hours of Work This is a full-time position, working a varying schedule to support the needs of the business.
Location & Salary Detroit, MI – $60,000.00 - $65,000.00.
Classification
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industry: Furniture and Home Furnishings Manufacturing
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Customer Service & Support
Manage 70+ inbound/outbound calls daily with an average handling time of 3.5 minutes.
Resolve 80% of issues on the first call and maintain a 90%+ customer satisfaction score.
Respond promptly to customer inquiries via phone and email.
Handle escalated issues professionally, involving senior staff when necessary.
Order Fulfillment & Logistics
Process late and next-day delivery orders and fulfillment requests.
Manage inventory updates and perform logistical audits.
Invoice delivery trucks and ensure accurate shipping documentation.
Service Coordination
Schedule and coordinate service appointments.
Support service tech board closures and billing.
Prepare and process billing for completed service tasks.
Administrative & Reporting Tasks
Maintain accurate records for customers, orders, and inventory.
Generate end-of-shift KPI reports for management.
Participate in team meetings to review performance and updates.
Collaboration & Training
Work cross-functionally with other departments to ensure smooth operations.
Participate in onboarding, cross-training, and ongoing development programs.
Engage in quarterly performance reviews to track progress and set goals.
Other duties/projects as assigned.
Supervisory Responsibilities This position does not have supervisory responsibilities.
Work Environment This job operates in a professional call center environment using standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
Requirements Physical Demands
The employee is occasionally required to sit; climb or balance; and stoop, kneel, and crouch.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift or move up to 25 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Qualifications
High school diploma or equivalent
Proficient in Microsoft Office and other computer applications
Previous experience in a call center or customer service role preferred
Excellent verbal and written communication skills, with the capacity to understand and execute instructions effectively.
Strong interpersonal skills, including exceptional listening and problem-solving abilities.
Ability to collaborate effectively in a team setting and work autonomously with minimal supervision.
Ability to work flexible hours, including evenings and weekends.
Position Type / Expected Hours of Work This is a full-time position, working a varying schedule to support the needs of the business.
Location & Salary Detroit, MI – $60,000.00 - $65,000.00.
Classification
Seniority level: Entry level
Employment type: Full-time
Job function: Other
Industry: Furniture and Home Furnishings Manufacturing
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