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