Consumer Services Representative

Sauder Woodworking Co is North America’s leading producer of ready-to-assemble furniture and one of the top five residential furniture manufacturers in the United States. We are seeking a motivated, enthusiastic, customer first personality to join our Consumer Services team. As a Consumer Service Representative, you will spend your day delivering an amazing experience to each individual contact by providing honest, friendly, timely, and expert service.

If you would describe yourself as a strong collaborator, a lifelong learner, and someone who thrives in an upbeat and engaging inbound contact center, this might be the career you’ve been looking for. Sauder Consumer Services is a nationally recognized Center of Excellence*. We offer warranty service for replacement parts, assembly assistance, and product information by email, phone, and chat Monday through Friday, 8:30 AM to 5:00 PM ET.

Values we are seeking

Excellent written and verbal communication skills

• Handle emails, calls, and chats with professionalism
• Communicates clearly with proper grammar and punctuation

Multitasking abilities

• Navigate multiple applications and contacts simultaneously
• Process orders and communicate information with accuracy and efficiency
• Follow procedures and best practices

Problem-solving and decision-making skills

• Actively listens to others and seeks clarification when necessary
• Collaborates and evaluates viable solutions, choosing the one to deliver the best results
• Creative and analytical

Attention to Detail

• Reviews work carefully for completeness, accuracy, and errors
• Performs repetitious or routine tasks with attention and care
• Follows required procedures to ensure all aspects of the tasks are complete

Patience and Empathy

• Able to detect the customer’s emotion and understand their perspective
• Able to reply without judgement
• Able to build a trusting relationship

Technical proficiency

• Fluent in MS office and general PC skills
• Ability to learn software applications quickly

Strong time management skills

• Perform within department metrics
• Strive to meet individual goals

Cognitive agility

• Ability to adapt and shift thought processes quickly
• Be open to new approaches
• Participate in projects or tasks outside of the day to day

Essential duties and responsibilities

• Works directly with consumers by phone, email, and chat
• Provides consumers with product, assembly, and warranty repair part information
• Accurately processes orders by following best practices
• Collects and documents consumer feedback thoroughly
• Performs within the department parameters of productivity and contact quality metrics

Requirements

• Associate degree, professional certification, or equivalent experience and training preferred
• Proficiency in Microsoft Office
• Basic Math Skills
• Previous contact center experience is a plus
• SAP knowledge is a plus

Pay Summary

Expected offer range: $19.50/hour - $22.95/hour. The actual salary will be based on factors such as relevant experience and skills. The max salary listed is not the top of the pay band.

Physical Demands:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 50 pounds. Assembly of RTA furniture is required for training purposes.

*Center Of Excellence is certified by BenchmarkPortal. The Center of Excellence recognition is one of the most prestigious awards in the customer service and support industry.

Check out this video about our CSR position!