Customer Care Manager
Lott’s Furniture
Lott’s Furniture is seeking an exceptional Customer Care Manager to lead our customer care efforts and ensure that every customer concern receives ownership, communication, and a fair resolution.
At Lott’s Furniture, we believe the true test of great customer service isn’t only what happens when everything goes right—it’s how we respond when something goes wrong.
We are looking for a leader who enjoys solving problems, communicating with people, coordinating solutions, and turning difficult customer situations into positive experiences.
About the Position
The Customer Care Manager will oversee customer concerns from initial contact through final resolution.
This position works across our stores, sales team, warehouse, delivery operations, vendors, and management to make sure customer issues don’t get passed from department to department or fall through the cracks.
Our expectation is simple:
Own the customer’s problem until it is resolved.
The right person will be given meaningful responsibility and the authority to make reasonable decisions on behalf of our customers and Lott’s Furniture.
What You’ll Do
· Take ownership of escalated customer concerns and guide them through resolution.
· Assist customers with delivery issues, damaged or defective merchandise, warranty claims, returns, exchanges, service issues, and other post-sale concerns.
· Communicate proactively with customers so they understand what is happening and what to expect next.
· Coordinate with store managers, sales associates, warehouse personnel, delivery teams, vendors, and management.
· Make sound decisions that balance customer satisfaction with responsible company stewardship.
· Resolve difficult customer situations professionally and calmly.
· Follow open customer cases through completion.
· Identify cases that require management involvement and present recommended solutions.
· Maintain accurate documentation of customer concerns and resolutions.
· Track recurring customer issues and identify their root causes.
· Work with department leaders to reduce preventable customer problems.
· Monitor unresolved cases and ensure older issues receive appropriate attention.
· Track customer-care trends, resolution times, redeliveries, accommodations, and other key performance measures.
· Help improve policies, processes, communication, and training based on what we learn from our customers.
Who We’re Looking For
This position requires more than being friendly on the telephone.
We’re looking for someone who has judgment, ownership, organization, confidence, empathy, and exceptional follow-through.
Our ideal candidate:
· Is an excellent communicator.
· Remains calm when dealing with frustrated customers.
· Is comfortable having difficult conversations.
· Listens carefully before proposing solutions.
· Can make decisions without needing constant direction.
· Takes ownership instead of passing problems to someone else.
· Is highly organized and follows through on commitments.
· Can manage multiple open issues and priorities.
· Works effectively across different departments and personalities.
· Understands that being fair to the customer does not mean saying yes to every request.
· Can recognize patterns and identify the root cause of recurring problems.
· Uses good financial judgment.
· Is comfortable holding others accountable while maintaining positive working relationships.
· Understands the importance of protecting a company’s reputation and customer relationships.
Furniture, retail, warranty, delivery, or customer-service experience is helpful, but character, judgment, communication ability, and follow-through are equally important to us.
What Success Looks Like
A successful Customer Care Manager will help create an environment where:
· Customers feel heard and respected.
· Customer problems have clear ownership.
· Customers know what will happen next.
· Open issues receive consistent follow-up.
· Problems are resolved promptly and fairly.
· Management has visibility into unresolved customer concerns.
· Recurring problems are identified instead of repeatedly treated as isolated incidents.
· Departments work together to improve the customer experience.
· Preventable customer issues decline over time.
This Position May Be a Great Fit If…
You are the person people naturally come to when something needs to be figured out.
You don’t become overwhelmed when a situation is complicated.
You enjoy taking a problem, gathering the facts, determining the best solution, and seeing it through to completion.
You can empathize with an unhappy customer without automatically assuming the customer—or the company—is right.
You believe that how a company handles a problem can be just as important as the original purchase.
About Lott’s Furniture
Lott’s Furniture is committed to serving our local communities by providing quality home furnishings, outstanding value, and exceptional customer service.
Our goal is to positively impact everyone who interacts with our brand by creating meaningful connections and providing unparalleled customer care.
The Customer Care Manager will play an important role in delivering on that commitment every day.
Our Customer Care Philosophy
Make it easy to do business with Lott’s—even when something goes wrong.
If you are a strong communicator, thoughtful decision-maker, and natural problem solver who takes pride in helping people and getting things done, we’d like to hear from you.
Apply today to join the Lott’s Furniture team as our Customer Care Manager.
Pay: $42,000.00 - $52,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
