About the Role:

At Friedman’s Home Improvement, we strive to deliver the Human Side of Home Improvement. We are Born to Connect, Lead, Grow, Serve & Care; we are Friedman’s. We are looking for a Team Member interested in working in our Customer Care Center (CCC) as a Customer Care Specialist I, II or III. The Customer Care Specialist (CCS) will be responsible for delivering outstanding customer service while upholding quality standards and meeting performance metrics. The first focus of the Customer Care Center will be the support of e-commerce and the service of orders generated online, phone in orders, and the maintenance of those orders instilling a passion to exceed customer expectations. Must be available for Monday-Sunday retail scheduling, special projects, and covering other shifts when necessary.

Overall Responsibilities:

• Provide outstanding customer service over the phone
• Create customer orders by helping with product related questions and making suggestions as appropriate
• Execute CCC best practices and help identify opportunities for improvement around existing CCC processes and communicate those to the CC Department Head (DH)
• Maintain a clear focus on customer needs; respond to customer needs and problems quickly, knowledgeably, and with concern for their situation
• Work within defined guidelines to take care of customer issues and escalate to CC DH as needed
• Identify replacements, create returns, issue refunds, and credits for customer orders as needed
• Regular and predictable attendance

Qualifications:

• High School Diploma or equivalent required. 1 or more years of experience in a retail environment preferred
• Experience qualifying customer needs and handling customer situations over the phone
• Excellent interpersonal, written and verbal communication skills
• Proficient with sales order creation and maintenance
• Strong knowledge of technology with the ability to learn new systems effectively and efficiently
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, Teams)

What’s in Friedman’s toolbox for Team Members:

• 401(k) match up to 3% and 50 cents on the dollar for any amount greater than 3% up to 5%
• Medical, Dental and Vision bundled benefit plan
• Employee discount on all merchandise
• Safety ‘spin-to-win’ opportunities
• Tuition reimbursement to further career path

This is a non-exempt position located at Friedman’s Home Improvement Santa Rosa, CA retail store. Hours are retail need based from Sunday – Saturday.

Friedman’s Home Improvement is proud to be an Equal Opportunity Employer, committed to a diverse and inclusive work environment. Friedman’s Home Improvement will consider for employment qualified applicants with criminal convictions in a manner consistent with AB 1008.