Office Lead - AMERICAN SIGNATURE FURNITURE

At Value City Furniture and American Signature Furniture we are making furniture shopping easy! We believe that everyone has the right to a well furnished life. Furniture shopping can be stressful. Our job is to build trust, understand our customerÆs needs and assist them in finding the perfect piece for their home.   

Everyone has the opportunity to do great work. As a team we are focused on our commitment to making furniture shopping easy through the styles we carry, financing options, promotions we offer and additional services we provide. Our Company Vision, Values and Brand are uniquely identified to uplift and drive our culture forward.

The Office Lead achieves assigned individual/team goals and objectives in a timely and efficient manner.  Where assigned, provides office lead support by reason of its higher level skill sets and experience.  Ensures store policies and procedures are maintained.  As a member of the Customer Sales Team (CST), partners together to successfully complete customer sales transactions in an efficient, courteous and professional manner.  Sales transactions cover three primary stagesùStage I, Greet, sell and service the customer;   Stage II, Process the sale and; Stage III, Deliver the sale to the customer.  All three stages work together through interaction and cooperation with one aimùsatisfy the Customer.   

Teams with the customer, the HFC/Selling Assistant and management to assist in determining the best terms of payment.  Meets or exceeds customer expectations and needs.  Functions as an integral part of the total customer service experience (CST) from the transaction of the sale through to the successful delivery to the customer (Warehouse/Delivery).  Partners with the CST team to ensure that all customer and sale information is complete and accurate.  Carefully and courteously informs the customer as to payment options in a friendly and professional manner.   May also partner with other CST team members and management to enhance the sales experience and help ensure customer satisfaction.  Follows customer service and sales procedures and techniques and ensures that store policies and procedures are maintained accordingly.

Essential Functions: 

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• Achieves assigned goals and objectives.
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• As assigned or required, leads other office support positions (Office Support Team) to ensure the customerÆs expectations are met or exceeded.
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• Teams with the Home Furnishings Consultant (HFC) and/or Selling Assistant and ensures that all established procedures are followed in a manner that is friendly, courteous and professional.
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• May attend sales meetings as directed by supervisor.
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• Discusses payment options with the customer, including financing options.  Accesses the order through the POS system, generating a customer invoice.
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• Works with the customer to determine the best delivery date that meets the customerÆs needs.
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• Resolves delivery date issues with customer teaming with the HFC or Selling Assistant or Manager as appropriate.
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• In the case where a customer is unsure about their decision to purchase, teams with the HFC or Selling Assistant along with management, as appropriate, to find an alternative to meet the customerÆs needs.
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• At times confirm the delivery with the customer and may partner with the Warehouse team (Delivery Driver/Helper) to confirm receipt, order, and to discuss any specific delivery specifications.  
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• Partners with the management team depending on the nature of any issue that may ariseùSales (Sales Associate/Sales Manager), payment (Sales Associate/Sales Manager/Store Manager), delivery (Delivery Driver/Helper, Warehouse Manager).
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• Follows all established office standards, store policies and applicable store procedures in a timely and accurate manner.

Skills/Requirements:

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• Minimum High School Diploma or equivalent
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• 1-3 years demonstrated office experience in a retail environment, preferably furniture
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• Prior customer service experience in a retail store or call center setting a must
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• Excellent problem solving skills with a desire to take ownership and resolve customer issues
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• Customer service oriented with a desire to exceed customer expectations
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• Excellent math skills  
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• Ability to lead others in similar roles
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• Excellent interpersonal communication skills
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• Solid written communications skills  
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• Excellent organization & follow-through skills
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• Pleasant, courteous and professional attitude  
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• Team player