Customer Care Team Lead

The Customer Care Team Leader works directly with Furniture Retailers and Consumers to develop creative solutions for a variety of Customer needs. This role is critical to delivering a customer experience that provides Flexsteel a competitive advantage in the industry.

• Providing guidance, support, and training to enhance overall performance and efficiency.
• Ensuring accurate and consistent tracking of attendance and adherence to company policies.
• Manage escalated customer inquiries to ensure prompt and satisfactory resolution, maintaining high standards of service.
• Act as Voice of the Customer, communicating Customer needs & expectations within Flexsteel.
• Work independently within established procedures requiring minimal escalation.
• Respond timely with customized responses to customer inquiries via email, phone, & chat.
• Coordinate & communicate effective resolution for unique, complex scenarios.
• Diagnose & resolve product concerns both inside & outside of the warranty period.
• Support order management requirements received via email, EDI, and customer portals.
• Capture appropriate information in a customer relationship management (CRM) application.
• All other duties as assigned.