GUEST SERVICES LEAD

Role Overview

Lead a team of Guest Services Coordinators, providing guidance and support.

Company Overview: We have KING SIZE career opportunities at Haynes and The Dump!

Haynes Furniture and The Dump has been family owned and operated for four generations ever since Ellis Strelitz founded the very first store in Norfolk, Virginia. Since 1898, our company has been guided by one simple principle - always give our customers more value for their money. For over 125 years, we've remained committed to that belief and work each day to inspire ourselves and community to never settle on quality, value, and service. That strong sense of purpose has enabled our company to grow from a single store in Norfolk, Virginia to one of the largest home furnishings retailers in the country.

Today, we're proud to make comfort and luxury truly affordable to all through our:

Worldclass Websites

• haynesfurniture.com

• thedump.com

The Dump Luxe Factory Outlets

• Atlanta, GA, Chicago, IL (Deerfield), Chicago, IL (Lombard), Dallas, TX, Houston, TX, Tempe, AZ

• Hampton, VA, Norfolk, VA, Richmond, VA, Newport News, VA

Haynes Furniture Showrooms

• Virginia Beach, VA, Newport News, VA, Richmond, VA (West End), Richmond, VA (Chippenham)

To thrive in this role, you should possess:

• The ability to create a "high-level" service environment for guests.
• A dynamic and outgoing personality.
• Effective communication skills, both written and verbal.
• Solid math and computer skills.
• Critical thinking ability to solve problems and make quick decisions in a fast-paced environment.
• Strong interpersonal relationship skills.
• Flexibility with work schedules, including availability for evenings, holidays, and weekends.
• A high school diploma.
• Previous customer service experience and/or call center experience.
• Proficiency in a second language is appreciated but not necessary.

Here are some of the responsibilities of the position-

• Confirm delivery at the point of sale and manage a confirmation process.
• Audit for accuracy, scan, and upload all documents, including sales orders, finance paperwork, and store closing reports.
• Open service orders, collect necessary information and photos, and provide specifics for our Customer Service team.
• Enter approved even exchanges and attach required photos, return authorizations, or Warranty Protection Plan claim approvals, completing credit memo forms as needed.
• Convey accurate information to customers to ensure the highest quality service.
• Balance cash at the end of each day.
• Answer incoming calls promptly and professionally.
• Find quick resolutions to customer questions or missed opportunities.
• Schedule deliveries and customer pickups.
• Respond to incoming and perform outbound communications with the utmost professionalism.
• Open and maintain service orders for customers, collecting required information and photos for our service department to review and follow up.
• Assist customers with orders, process credit card payments, and perform cash balancing and filing.
• Problem-solve for damaged items, incorrect deliveries, wrongly tagged products, or incorrectly entered orders, collaborating with store leadership to resolve issues in the most profitable way.

We have a culture of fun and dedication as we work diligently to deliver the best to our customers. If you bring an excited and positive attitude, we want to meet you!

BENEFITS + PERKS:

• • Generous paid time off beginning within the first 120 days

• • Employee discount on already great deals

• • Career growth & supportive leaders

• • Medical (High Deductible plans offer company paid HSA contributions), Vision, Dental, company paid Basic Life plus Supplemental Life Insurance, Dependent Life Insurance available.

• • Short Term and Long-Term Disability plans

• • Legal Resources Plan and Flexible Spending Accounts

• • 401(k) retirement plan/company contribution

Company Values, Purpose and Mission:

Our Values : Respect. Quality. Grit. Growth.

Our Purpose: Inspire Ourselves & Community to Never Settle on Quality, Value & Service

Our Mission: To Become the Most Trusted Furniture Company.

The success of the company is all thanks to our dedicated associates with the drive and determination to serve our customers. We will continue our mission to be the most trusted furniture company. We won't be stopped. We invite you to apply and come join our team.