Dispatcher/Customer Service-(Furniture Delivery)

El Dorado Furniture was established in South Florida in 1967, El Dorado Furniture has grown to become the largest Hispanic-owned furniture retail enterprise in the United States. With services offered all over the world, the family owned company is ranked among the top 50 furniture retailers in the country. There are currently 15 El Dorado Furniture Showrooms and 3 outlet centers in Florida.   

Position Summary

Provide external customers and delivery team a personalized service in a timely and efficient manner from the initial call to the solution while having full ownership of the situation. Be capable to take the time to identify the customer's needs by asking the right questions to achieve the best solution based on our procedure’s manual. Answer phone calls quickly and courteously following the guidelines provided in our phone script. Capable of working in a constantly changing environment while maintaining a positive attitude. The main goal is to provide our customer the 5 Stars Service. 

Essential Responsibilities  

• Respond all delivery phone calls.
• Find a solution for all delivery situations reported.  
• Confirm delivery with customer. 
• Create the necessary reports, as needed. Make sure that the best and prompt solution is given to the customer.
• Enter information in the system.  
• Fill out and submit Delivery Claims for all delivery damages reported by driver or customer at the moment of delivery. 
• Weekly follow up.
• Provide feedback and process improvement suggestions to streamline the service offered to El Dorado Furniture’s customers at the moment of delivery. 
• Create, schedule and follow-up on credit memos, exchanges, service orders or parts requests resulting from warranty claims or smart choice claims. 
• Receive, review, process and distribute technician service reports.
• Work together with other key departments to find a solution for the customer.
• Submit Delivery Claims for all Services Report confirmed as Delivery Damage. 
• Respond to all emails in a period of 24 hours

 Qualifications

• Bilingual English/Spanish required.
• Good listener with excellent communication skills.
• Excellent phone etiquette, with ability to tactfully handle a call from upset customers in a professional manner.
• Able to identify and anticipate customer needs.
• Ability to make customers feel important and appreciated at all times.
• Quick learner, resourceful, flexible, able to prioritize and meet deadlines.
• Ability to work with limited information.
• Problem solving skills.
• Able to multitask with ability to manage projects and prioritize activities.
• Detail oriented, motivated, organized, excellent computer skills, perfect attendance.
• Proactive and able to work independently and make decisions without supervision.
• Motivation to work hard and be successful and complete tasks are essential.
• Ability to quickly adapt to process changes.
  
  

Education and/or Experience 

• High School Graduate
• A minimum of 2 years of experience in Customer Service.    

Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Office Environment.   

EQUAL OPPORTUNITY EMPLOYER  

El Dorado Furniture is an equal opportunity employer and does not discriminate on the basis of an applicant’s or employee’s race, color, religion, national origin, sex, age, disability, veteran or marital status, genetic information, citizenship, sexual orientation, or any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. DFWP. No questions on this Application are intended to secure information to be used for impermissible purposes. El Dorado Furniture is committed to complying with the Americans With Disabilities Act, as amended, and to providing reasonable accommodations to enable qualified applicants with disabilities to have equal opportunity to apply for job openings. Any applicant requiring assistance with our online application process or who needs to be accommodated due to a disability should contact Human Resources for assistance or request assistance from the location where you are applying. You may contact our Human Resources Recruiter at the following phone number 305-624-9700 Ext. 55379; dial “O” for the operator.  

DFWP/EOE