Customer Service Manager

Nebraska Furniture Mart

  • Omaha, NE
  • $59,916-74,295 per year
  • Permanent
  • Full-time
  • 1 day ago
Pay Range: $59,916 – 74,295 annuallyJob Description: Your Piece of the PuzzleNFM’s Contact Center is a fast-paced, team environment where you’ll play a critical role in our success by building positive relationships with our customers and your team. You’ll manage the department on a day to day basis providing coaching and monitoring to all staff as well as researching and resolving customer issues.Job Duties: A Day in the Life
  • Support: Coach, train and guide Customer Service and/or Quality Assurance Staff to enable them to provide quality service to all internal and external customers
  • Monitor: Evaluate call traffic to insure calls are answered in a timely manner and provide backup support
  • Negotiate: Assist staff with calls that escalate and work with the customer until satisfactory resolutions are found
  • Document: Conduct performance reviews, set performance objectives, develop improvement plans for poor performers and terminate or transfer if unable to perform, complete staff paperwork and time clock entry in a timely manner
  • Regulate: Control expenses, turnover and monthly team reporting
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?
  • Bachelor's Degree in Business, related field or equivalent experience
  • 3 years of customer service experience that has included answering customer questions and concerns on a regular, one-to-one basis.
  • 2 years of supervisory or management experience.
  • 1 year of retail experience.
  • English/Spanish bilingual speakers preferred.
  • Ability to work night, weekend and/or early morning hours based on business needs.
  • Ongoing, acceptable credit required (Dept 04340 only)
  • Data entry skills per established department requirements
  • Basic knowledge of Word, Excel, Internet Explorer and Outlook.
  • Pre-employment screening includes, but isn’t limited to, criminal background check

Nebraska Furniture Mart