Boston Interiors Careers: Service Coordinator

Post Date:	1/11/2012
Location:	Stoughton
Description:	Boston Interiors is a successful family-owned home furnishings retailer with seven stores in Eastern Massachusetts. We are seeking a highly motivated, experienced Service Coordinator with terrific communication and customer service skills. We offer a competitive salary and excellent benefits. Responsibilities will include: • Coordinate the repair, exchange or reselection of damaged or defective merchandise for our customers by following the terms of our delivery service warranty and / or the manufacturer’s warranty. • Take all assigned service requests from the stores through the service menu and research their issues before contacting the customer (within 24 hours) in order to resolve. • Seek out the most effective solution to resolving the problem with a customer’s furniture, considering convenience to customer, cost effectiveness, residential location, assignable technician skill sets; and customer reactions to possible solutions. • Utilize best practices and a professional demeanor when speaking with all customers. Seek out all pertinent information and details to be sure you make a well-informed decision. • Schedule appointments with technicians for in-home service (when applicable) considering residential location and map zones. Create required service order entry in the computer system and manage the accompanying paperwork. • Enter exchange invoices for items deemed non-repairable. Check stock to be sure of availability. Schedule the customer appointment for delivery when necessary, and review order for quality before delivery. • Follow-up on all open service orders. Contact the customer within 24 hours on a completed service that was not resolved or repaired by the technician. Close old services where appropriate. • Gather facts from the technician report and photographs when determining a course of action on in-home inspections. Utilize management and the vendor reps when necessary for advice and support. See your department manager before refusing anyone outside of the warranty. • Utilize system monitoring and reporting tools as appropriate. • Answer driver calls and offer solutions to resolve while in the home. • Ensure vendor charge backs are written for all applicable service issues. • Stay familiar with product through store walk-through and on-dock product prep reviews. • Provide reselection paperwork to stores as appropriate. • Assist in answering main line calls through an established hunt group phone system. Other: • Communication and problem solving skills are imperative • Ability to multitask, stay organized and focused • Excellent follow-up skills are an absolute must • Strong phone skills, including the ability to listen and offer empathy when necessary • Strong PC skills, especially with Microsoft Windows Operating System, Office Applications and Outlook • Schedule - Tuesday through Friday 8:30 am to 5:00 pm and Saturday 7:00 am to 3:30 pm • Location - Stoughton, MA
Requirements:	Retail customer service background Excellent customer service and communication skills using email and phone Experience with retail customers and vendors and ability to work closely with peers in a professional office environment In-depth knowledge of the furniture industry General knowledge of retail furniture sales
Summary of Benefits:	Medical, Dental, Vacation and Sick Pay, Long Term Disability, Life Insurance, 401K, Profit Sharing, Tuition Reimbursement, Direct Deposit, Pre-tax Savings Plan for Medical and Dependent Care Expenses and a Generous Employee Discount.

If you are interested in applying for this position, please Email, fax or mail your resume to us:
	Attn: Human Resources Boston Interiors 301 Page Street Stoughton MA, 02072 email: jobs@bostoninteriors.com fax: 781-847-4688
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