**Description** The Customer Care Team Leader works directly with Furniture Retailers and Consumers to develop creative solutions for a variety of Customer needs. This role is critical to delivering a customer experience that provides Flexsteel a competitive advantage in the industry. + Providing guidance, support, and training to enhance overall performance and efficiency. + Ensuring accurate and consistent tracking of attendance and adherence to company policies. + Manage escalated customer inquiries to ensure prompt and satisfactory resolution, maintaining high standards of service. + Act as Voice of the Customer, communicating Customer needs & expectations within Flexsteel. + Work independently within established procedures requiring minimal escalation. + Respond timely with customized responses to customer inquiries via email, phone, & chat. + Coordinate & communicate effective resolution for unique, complex scenarios. + Diagnose & resolve product concerns both inside & outside of the warranty period. + Support order management requirements received via email, EDI, and customer portals. + Capture appropriate information in a customer relationship management (CRM) application. + All other duties as assigned. **Qualifications** **Behaviors** **Preferred** + **Team Player:** Works well as a member of a group + **Detail Oriented:** Capable of carrying out a given task with all details necessary to get the task done well Flexsteel is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran or disability status. For more information visit the United States Department of Labor website