Since 1980, we have been providing our communities with quality home furnishings and since that time have grown to be the largest regional furniture and mattress chain in the Northwest United States. Our goal at Walker's Furniture & Mattress is to serve our customers in a friendly atmosphere with readily available quality furniture at affordable prices. Our mission is: “Exceptional people providing an exceptional experience.”
Summary
The Customer Service Coordinator provides professional and timely customer support while coordinating service requests, parts, and warranty claims. This position requires a detail-oriented, dependable, and team-focused individual with strong communication, organizational, and computer skills. Consistent attendance, accuracy, follow-through, and a positive attitude are essential to success in this role.
Customer Service Responsibilities:
- Provides courteous, professional, and timely customer service.
- Communicates service progress, part status, warranty updates, and resolution plans to customers.
- Accurately documents customer interactions, service requests, and follow-up activities.
- Works closely with supervisors, repair technicians, vendors, and other departments to resolve customer needs.
- Coordinates parts orders, including availability, specifications, shipping delays, quality concerns, and warranties.
- Identifies solutions using available inventory, alternative parts, and customer needs.
- Escalates complex issues, delays, or customer concerns to supervisors when appropriate.
- Coordinates warranty claims from initial customer contact through resolution.
- Serves as the primary contact for customers submitting third-party warranty claims.
- Prepares, processes, reviews, and resubmits warranty claims in accordance with applicable guidelines.
- Maintains accurate warranty records, parts inventory, and vendor documentation.
- Coordinates with Accounting, Logistics, and other departments regarding authorized replacements and deliveries.
- Reviews open service requests and processed warranty claims for accuracy and timely completion.
General Responsibilities:
- Demonstrates strong attention to detail and accuracy in all work.
- Works effectively in a collaborative team environment and supports shared department goals.
- Maintains regular, reliable attendance and punctuality in accordance with the assigned work schedule.
- Takes ownership of assigned responsibilities and follows tasks through to completion.
- Maintains confidentiality of company and customer information.
- Follows company policies, procedures, and service standards.
- Participates in required training and department meetings.
- Contributes to a positive, respectful, and professional workplace.
Qualifications:
- Excellent customer service, communication, and organizational skills.
- Strong attention to detail and ability to manage multiple priorities.
- Dependable, punctual, and able to work effectively both independently and as part of a team.
- Proficient with computers and Microsoft Office applications.
- Previous warranty processing or customer support experience preferred.
- Furniture industry experience is a plus.
Physical Requirements:
- Ability to sit and/or stand for extended periods while working at a desk and computer.
- Ability to lift, carry, push, or pull up to 20 pounds as needed.
Other:
This job description is not designed to provide a comprehensive list of all activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities, and activities may change at any time with or without notice.
Walker’s Furniture, Inc. is an equal opportunity employer and is committed to providing surroundings that are free from all forms of unlawful discrimination and harassment based on race, color, creed, sex, sexual orientation, gender identity, religion, pregnancy, marital status, national origin, age, disability (physical or mental), genetic information (including family and medical history), or any other basis prohibited by local, state, or federal law. These protections extend to all Walker’s practices and decisions, including hiring, promoting, transferring, and training.
Walker’s Furniture, Inc. will make reasonable accommodations for qualified individuals with disabilities, unless doing so will create an undue hardship on the organization, taking into consideration the nature and cost of the accommodation needed, the employer’s financial resources, and the impact of the needed accommodation on the operation and on other employees and our customers.
Pay: $20.00 - $21.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
