Hybrid Customer Service Lead

at FFL Brands

• Job title: Customer Service Lead
• Job type: Full Time
• Experience level: Senior
• Salary: $22 - $25 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Boulder, United States

About the role

• Customer Service Lead at Furniture For Life ensuring excellence in luxury product support. Managing customer service cases and technician coordination in a collaborative environment.

Responsibilities

• Expertly accept, open, and resolve complex customer service cases received via email and phone, primarily focusing on technical and mechanical issues within the luxury product segment.
• Efficiently manage all communication and scheduling for our network of contracted field technicians.
• Complete technician invoicing within one business day of receipt, and meticulously process warranty and manufacturer billing according to defined schedules.
• Serve as the first point of escalation for complex customer issues, demonstrating calm, creative, and optimal problem resolution.
• Provide initial department-level training and mentorship for new team members, championing department best practices.
• Consistently meet or exceed department Key Performance Indicators (KPIs) for resolution time and customer satisfaction.

Requirements

• 3+ years of progressive customer service experience, ideally in a technical support, luxury retail, or mechanical product environment.
• A Strategic Mindset: The ability to professionally balance high-touch customer-oriented service with sound business practices to achieve optimal, timely outcomes.
• Exceptional Communication: Strong written and verbal skills, with the ability to clearly convey complex technical information to both customers and technicians.
• Leadership & Poise: Ability to stay calm and effective under pressure, manage competing priorities, and multitask across multiple open cases.
• Technical Proficiency: High school diploma or equivalent is required. Proficient in Google Suite and/or Microsoft Suite. Experience with Salesforce or similar CRM software is a significant plus.
• Creative Problem-Solver: A natural curiosity and commitment to finding solutions for unique and challenging technical issues.

Benefits

• Comprehensive Health Coverage: Medical, Vision, and Dental insurance.
• Financial Security: Life Insurance, Long-Term Disability (LTD), and Short-Term Disability (STD).
• Retirement: 401(k) Match program.
• Exclusive Discounts: Employee Purchase Program on our luxury products.
• Commission/Bonus Eligible: Commissions paid on service upgrades; Profit Share Bonus Program.
• Dog Friendly Workplace: Bring your well mannered pup to work with you!