Job Lead: 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! Glassdoor ranked Nebraska Furniture Mart in the top 50 Best Places to Work in the U.S. and here are a few reasons why: A FUN, stable work environment, with no lay-offs in our history A safe place to work and shop A path to the career of your dreams (career development opportunities) A culture that encourages volunteering and serving our communities.

Pay Range: $19.16 – 26.33 hourly

Job Description: Your Piece of the Puzzle

Do you like helping others? Nebraska Furniture Mart is looking for a Customer Service Lead to resolve pre and post-delivery customer inquiries. If you have a knack for creative problem solving, working with, and coaching a team, and providing timely customer satisfaction, this is the job for you!

Job Duties: A Day in the Life

Assist: Provide world-class customer service

  • Resolve situations for customers in a prompt, accurate, and friendly manner
  • Create positive experiences and build relationships to enhance customer loyalty
  • Follow up with customer concerns, issues, needs in a timely manner
  • Model the HEAT method: Hear them out, Empathize, Apologize, and Take-Action

Evaluate: Listen to the needs of the customer to determine what service is necessary to meet or exceed expectations

  • Research and review customer accounts
  • Check status of merchandise and recommend service options based on their needs and expectations while maintaining NFM policies and parameters

Process: Process returns, exchanges, refunds, cancelations, credit memos, adjustments, and service claims accurately and in a timely manner

Lead Be Your Best & Represent NFM at the Highest Level: Be a kind, helpful, and courteous Team Player. Complete training and be eager to continue to learn new things

  • First Impressions: Committed to making professional first impressions through dress, eye contact, listening to teammates
  • Lead by Example: Seek information to share with your team, greet customers, be present and aware, consistently model NFM Core Values
  • Provide Quality Coaching: Positive feedback, specific and well balanced
  • Recognition: Timely, meaningful recognition of staff
  • Decision Making: Research and provide effective solutions to resolve issues.
  • Teamwork: Provide prompt, professional and polite service to all staff, conflict resolution, maintain a flexible work schedule. Responsible as a Floor Manager to observe, coach, assist staff

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?

  • High School Diploma or GED preferred
  • 2 – 5 years of customer service experience
  • 1 year lead or supervisor experience
  • Knowledge of Microsoft office applications
  • English/Spanish bilingual speakers preferred
  • Ability to work a minimum of one weekend shift, evenings, and/or early morning hours based on business needs.
  • Pre-employment screening includes, but isn’t limited to, criminal background check

Benefits: What’s in It for You?

  • As a full-time member of our NFM Family, you will enjoy:
  • Competitive pay
  • Health, dental, vision and life Insurance
  • Paid holiday and paid time off
  • Staff discount on merchandise (Collectively, NFM staff has saved almost $2 million on purchases in the last 12 months)
  • Tuition reimbursement
  • Paid training
  • 401(k) with company matching
  • Short and long-term disability
  • Employee assistance program
  • Career development and advancement opportunities
  • Community volunteer opportunities

Nebraska Furniture Mart is an Equal Opportunity Employer