Do you like to make sure people feel welcome? Do you like making sure that people then feel comfortable while looking around a store? If these things are important to you, then the position of Guest Services Lead with HOM Furniture is just right for you!! This lead position is responsible for the functions of the showroom business office and all Guest Services staff including greeters and cookie shop employees while representing a 5-Star experience to the customer, whether in person or on the telephone.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ESSENTIAL DUTIES AND RESPONSIBILITIES: (Including but not limited to the following)
- Receives callers at showroom, then determines the nature of the incoming call, and directs callers to the appropriate destination.
- Provides clerical and organizational support to the showroom staff including processing customer orders and invoices, balancing of books process cash, check and credit card transactions, finance paperwork, process invoices, reserve merchandise in the system, and organizes preparation of all customer events.
- Answers incoming phone lines and assess callers needs and contact appropriate person by using paging system or directing the caller to internal departments.
- Types memos, correspondence, reports, and other documents for all showroom staff.
- Collects and distributes mail, faxes, and messages.
- Order and maintain all approved supplies from approved vendors for the showroom and cookie shop.
- Collect mass mailers for customer events and traffic them appropriately.
- Assists sales manager and showroom staff in support functions in verifying product information on invoices, customer account balances and performs general showroom maintenance.
- Maintain daily reports including, profit margins, financed orders, daily journals, and special orders by creating reports for managers.
- Adheres to safe lifting techniques, follows proper training for learned job hazards and ergonomic risk factors, participates in departmental stretching program, and overall maintains a safe working environment.
Must have or be currently working towards a high school diploma or general education degree (GED); and one to three months related experience and/or training;
Requires skills to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must have the ability to write routine reports and correspondence to the showroom staff including sales and managers. Need to be able to speak effectively before groups of customers or employees. Demonstrate the ability to communicate in English, both verbally and in written format.
Mathematical aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Also requires skills to compute rates, ratios, and percentages and to draw and interpret bar graphs.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand for sustained periods of time, move about on foot to accomplish tasks, use spoken word to communicate, and perceive the nature of sounds at normal speaking levels with or without correction.
The employee is occasionally required to sit or remain in a stationary position for extended periods of time; use hands to handle or feel objects with either the entire hand or fingers, including typing. Reach with hands and arms in any direction, ascend and descend ladders and stairs using feet and legs and/or hands and arms. Stooping by bending downward and forward by bending at the waist, kneeling or bending at the knees to come to a rest on knee or knees, crouching by bending the body downward and forward, or crawling by moving about on hands or hands and feet. The employee must occasionally lift and/or move up to 25 pounds.
Specific vision abilities required by this job include close visual acuity to perform activities such as: preparing and analyzing data or figures, transcribing, viewing a computer terminal, extensive reading, visual inspection involving small defects, and using measurement devices.
Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Oversees Guest Services employees
The location of this position may vary as business needs change.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
Candidate must demonstrate ability to work effectively with the general public. The candidate must present themselves in a professional, well-groomed appearance. Candidate must have ability to handle detail work.
OTHER SKILLS AND ABILITIES
Proficiency with PC and 10 key calculator. Minimum typing skills is 30 words per minute. Knowledge of Excel, and Microsoft Word is helpful. Must have strong organizational skills and be able to handle detail-oriented work. Candidate must demonstrate ability to work effectually with the general public.
SUPPORT COMPANY STANDARDS:
Answer the telephone using proper phone etiquette
Comply with the check acceptance policy
Ask for customers e-mail address 100% of the time
Accuracy i.e., delivery or pickup dates, down payments, finance paperwork
Demonstrates customer-focused behaviors consistent with company guidelines
Maintain a professional well-groomed appearance
Communicate effectively with customers both verbal and written
Greet all customers
Ability to determine customers needs using proper inquiries
Quote accurate credit terms and prices
Estimate dates of delivery to customer, based on knowledge of firms own production and delivery schedules
Recognize and overcome customer objections
SUPPORT A POSITIVE WORK CLIMATE WITH MANAGEMENT & CO-WORKERS ACROSS THE ORGANIZATION:
Comply with policies and procedures
Demonstrate a positive mental attitude
Promote positive morale
Train others when needed
Willingness to adjust scheduled hours to meet store needs.
EMBRACE PERSONAL TRAINING, EDUCATION AND DEVELOPMENT:
Attend and participates in all training, guest service and sales meetings, as scheduled
Mentor and coach peers as needed
Communicate new procedures and expectations to peers
Learn changes/new skills
Secret Shops will be conducted to ensure selling skills are demonstrated according to company structured selling methods.
Provide feedback to peers, management and the organization
Help conduct interviews of new staff
Conduct self-performance appraisals
Conduct sales meeting as directed by Guest Services Manager