Guest Services Manager - The Dump Furniture

Description

 

General Responsibilities:

Deliver exceptional guest experience by providing attentive, high-touch service at every stage of the customer journey. Support guests from point of sale through delivery and beyond, proactively addressing service needs and post-delivery opportunities while contributing to overall store profitability and success.

 

Responsibilities:   

·         Oversee and support Guest Services Associates, ensuring consistent performance, accountability, and service standards.

·         Provide ongoing coaching and development, including focused training aligned with store priorities, sales processes, and business strategy.

·         Resolve guest and operational issues promptly, delivering fair and effective outcomes for both guests and the company.

·         Collaborate weekly with the Inventory Control Manager to review returns and partner with Delivery Care to ensure delivery and service issues are addressed efficiently.

·         Ensure delivery confirmations are completed at point of sale, three days prior to delivery, and two days prior for service requests, with accountability assigned to Guest Services staff.

·         Oversee store audits, cash balancing, petty cash reconciliation, and all required documentation, including sales orders, financial paperwork, store closing reports, and the logistics calendar.

·         Partner with store leadership to actively manage the reserve file and drive increased delivered volume.

·         Work closely with the Managers to manage and maintain the digital platform.

·         Ensure external communications are routed accurately and timely to the appropriate individuals or departments.

·         Perform store opening and closing duties as assigned and maintain a clean, organized, and professional office environment.

·         Foster a culture of respect, teamwork, adaptability, and strong work ethic while maintaining flexibility in scheduling based on business needs.
 

Requirements

Skills & Competencies

Ability to deliver a high-level guest service experience in a fast-paced environment. Strong verbal and written communication skills with a positive, engaging presence. Solid math skills and comfort working with computer-based systems. Demonstrates sound judgment, problem-solving ability, and the capacity to make timely decisions while building strong working relationships.

 

Physical Demands & Work Environment

This role requires standing, walking, and regular use of hands to operate computers and office equipment. Frequent communication with guests is required. Occasional reaching and lifting of up to 25 pounds may be necessary. Visual ability to focus on computer screens is required. Reasonable accommodation may be made.

 

Tools & Equipment

Standard computer systems and office technologies. Valid driver’s license and reliable transportation required.

 

Education & Experience

High school diploma or equivalent required. Prior business experience preferred, including at least one year of supervisory experience. Computer proficiency required.

Summary

For full-time associates we offer a comprehensive benefits package designed to support your health and financial well-being

 

Benefits Include:

• Generous paid time off beginning within the first 120 days
• Associate discounts on already exceptional values
• Medical, dental, and vision coverage
• • High-deductible medical plans include company-funded HSA contributions
• Company-paid basic life insurance
• • Optional supplemental and dependent life insurance
• Short-term and long-term disability plans
• Flexible Spending Accounts and legal resources plan
• 401(k) retirement plan with company contribution

 

About the Company

Haynes Furniture and The Dump is a fourth-generation, family-owned company founded in Norfolk, Virginia in 1898. For more than 125 years, we’ve remained committed to delivering exceptional value, quality, and service. What began as a single store has grown into one of the nation’s largest home furnishings retailers, with locations across Virginia, Georgia, Illinois, Texas, and Arizona.

 

Purpose

To inspire ourselves and our community to never settle on quality, value, and service.

Values

Respect · Quality · Grit · Growth

 

 

Equal Employment Opportunity

Haynes Furniture and The Dump is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other legally protected characteristic. All qualified applicants will receive consideration for employment without regard to these factors.