Customer Experience Specialist

Position: Customer Experience Specialist

Location: Woodland Hills, CA

FLSA Classification: Non-Exempt, Full-Time

Required Travel: N/A

Compensation: $20.00 - 25.00

Organization

For over 30 years Abbyson has taken great pride in being a family-based home furnishings brand that continually redefines itself through modern-day living. Our strategically aligned, full-spectrum business model and operations allows us to fully service major online furniture retailers and the core audience that is driving today's market. We understand the modern furniture buyer and consumer on a deeper level as well as have a keen eye on the popular trends that are driving online traffic and furniture sales. That's why our mission has always been to help them bring their homes to life with quality furniture at unbeatable prices.

We believe that talent is defined by the collective behavior of each and every individual that makes this company great. Abbyson takes pride in hiring world-class, diverse talent and offering competitive total compensation packages. Compensation includes, but is not limited to, cash compensation through annual bonus structure, comprehensive medical benefits, employer-sponsored retirement plans, opportunity for advancement, generous time off and fun cultural activities throughout the year.

Description

This position provides customer service support across the organization in addition to completing daily job duties. The Customer Experience Specialist must be reliable, personable and extremely self-motivated with a professional demeanor. Our people make the difference. We're looking for the best and brightest to take Abbyson to the next level. This position is responsible for maintaining effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department.

Core Responsibilities

• Partners with the management team to align customer service department policies and systems with the company's objectives.
• Oversees customer issues and ensure effective and long-term problem resolution.
• Resolving escalated customer complaints or disputes.
• Maintains in-depth working knowledge of the Companies systems and processes.

Essential Functions

• Oversees customer issues and ensure effective and long-term problem resolution.
• Maintaining high volume caseloads while multi-tasking answering incoming calls.
• Answering product and service questions; suggesting information about other products and services.
• Provides feedback to Order Fulfillment team to ensure all customers have accurate and timely information on order status and/or changes.
• Works continually towards self-development to stay current on customer service, sales and procedures.
• Acts as a resource in resolving customer issues brought to the Department by utilizing excellent process knowledge and strong skills in negotiating and selling.

Desired Qualifications

• Wholesale/consumer goods industry preferred.
• 5+ years of Customer Service.
• 3+ years of Call Center experience preferred.
• Ability to communicate professionally, both verbally and written correspondence.
• Strong interpersonal skills.
• Ability to function individually as well as in a team environment
• Excellent organizational and planning skills.
• Ability to work independently and problem solve.
• Must have the ability to multi-task and work in a fast-paced environment.
• Professional phone manner and ability to work independently.
• Ability to handle pressure in a fast-paced environment and provide top quality care to our Customer’s satisfaction.