Blended Retail and Phone Agent

Soft Surroundings

Job Description

Soft Surroundings, at The Forum on Peachtree Pkwy in Norcross, GA is seeking a Blended Retail and Phone Agent to provide professional service to our customers with emphasis on an efficient and courteous manner in which orders are taken over the phone. Support the customers' needs and requests through exceptional customer service that reflects the ideals of the brand. Increase profits by offering sales specials, cross selling, implementing cancel saves and return saves.


  • This position provides single point of contact for all phone order and customer service issues.
  • Understand and uphold company vision and mission statement with every customer by delivering exceptional customer service and building strong relationships.
  • Provided, in a consistent manner, efficient, quality, and friendly customer services.
  • Provide excellent customer service by assisting and adding on to sales to help assure that the company meets sales goals.
  • Manage all calls according to department guidelines.
  • Demonstrate the ability to enter orders into a variety of systems in a timely and accurate manner.
  • Provide the customer with a shopping experience, assisting them with selection, size, color, or lifestyle options. Determine customer needs by asking appropriate questions and suggesting appropriate products. Make a sincere effort to satisfy every customer.
  • Provide one-call resolution on all calls, using the resources provided. Enter the appropriate information in the system to ensure logs of conversations
  • Offer Cross Sells and Select Upsells and manage the "Save the Sale" options according to department guidelines.
  • Manage time effectively according to department guidelines, including scheduling time off, arriving to work on time, keeping personal time at a minimum, taking lunches and breaks as scheduled.
  • Ability to work varied hours and day. Including evenings, weekends and holidays as needed.
  • Actively participate in team/Customer Sales and Service Departmental meetings
  • Cross train to assist our customers through all customer service channels as requested.
  • Communication with sales center leadership through appropriate channels (Outlook email, Microsoft Teams and ChangeGear ticketing system).
  • Participate in in-store fit sessions of new product as scheduled and directed by in-store management.
  • Assist on the Sales Floor as directed by in-store management.
  • Complete other duties/projects as assigned in a prompt and accurate manner.


  • Requires High School level of education or equivalent education with a strong understanding of computers, computer software (Windows and Internet specifically); Keyboarding abilities at 20 wpm, problem solving, formulation skills, reading, reasoning/logic, and analysis; with excellent verbal and written communication skills, and sales skills.
  • Six months of previous customer service or related work experience preferred.
  • Use of computers, telephones, printers, and fax machines.

Job Posted by ApplicantPro