At Nebraska Furniture Mart (NFM), we’ve been hiring friends since 1937—people who share our passion for helping customers feel right at home. If you share our vision, we invite you to be one of us! People love working here! Named one of Furniture Today’s Best places to work, and here a few reasons why: A FUN, stable work environment, with no layoffs in our history. A safe place to work and shop, development opportunities leading you to the career of your dreams and a culture that encourages volunteering and serving our communities.
Pay Range: $59,916 – 74,295 annually
Job Description: Your Piece of the Puzzle
NFM’s Contact Center is a fast-paced, team environment where you’ll play a critical role in our success by building positive relationships with our customers and your team. You’ll manage the department on a day to day basis providing coaching and monitoring to all staff as well as researching and resolving customer issues.

Job Duties: A Day in the Life

• Support: Coach, train and guide Customer Service and/or Quality Assurance Staff to enable them to provide quality service to all internal and external customers
• Monitor: Evaluate call traffic to insure calls are answered in a timely manner and provide backup support
• Negotiate: Assist staff with calls that escalate and work with the customer until satisfactory resolutions are found
• Document: Conduct performance reviews, set performance objectives, develop improvement plans for poor performers and terminate or transfer if unable to perform, complete staff paperwork and time clock entry in a timely manner
• Regulate: Control expenses, turnover and monthly team reporting

Your work will directly impact our ability to help people create a lifestyle they love, for the people they love—because that’s what we love.

Qualifications: Can You Check These Boxes?

• Bachelor’s Degree in Business, related field or equivalent experience
• 3 years of customer service experience that has included answering customer questions and concerns on a regular, one-to-one basis.
• 2 years of supervisory or management experience.
• 1 year of retail experience.
• English/Spanish bilingual speakers preferred.
• Ability to work night, weekend and/or early morning hours based on business needs.
• Ongoing, acceptable credit required (Dept 04340 only)
• Data entry skills per established department requirements
• Basic knowledge of Word, Excel, Internet Explorer and Outlook.
• Pre-employment screening includes, but isn’t limited to, criminal background check

Benefits: What’s in It for You?

• Support: Coach, train and guide Customer Service and/or Quality Assurance Staff to enable them to provide quality service to all internal and external customers
• Monitor: Evaluate call traffic to insure calls are answered in a timely manner and provide backup support
• Negotiate: Assist staff with calls that escalate and work with the customer until satisfactory resolutions are found
• Document: Conduct performance reviews, set performance objectives, develop improvement plans for poor performers and terminate or transfer if unable to perform, complete staff paperwork and time clock entry in a timely manner
• Regulate: Control expenses, turnover and monthly team reportin