Home Delivery Scheduling Lead

RH at its core is about taste, and we believe the idea of scaling taste is large and far-reaching.

The RH brand attracts the best designers, artisans, manufacturers, and talent in our industry, scaling and rendering their work more valuable across our integrated platform, enabling us to curate the most compelling collection of luxury home furnishings in the world. We are moving the brand beyond curating and selling products to conceptualizing and selling spaces by building an ecosystem of products, places, services, and spaces that elevates and establishes the RH brand as a global thought leader, taste, and place maker.

At RH we believe deeply that the "right" people are our greatest asset. We value people with high energy, who possess the ability to energize others. People who are smart, creative, and have a point of view. People who see the answer in every problem, versus those who see the problem in every answer. People who are driven, determined, and won't take "no" for an answer. We value team players, people who are more concerned with what's right, rather than who's right.

As a Scheduling Lead, you will support and lead a team of Scheduling Associates to facilitate a luxury delivery experience of furniture and accessories to our customers’ homes. 

YOUR RESPONSIBILITIES

• Live Our Vision, Values and Beliefs
• Provide support in a contact center environment with 50+ associates; train, provide continuous education, and coaching for Scheduling Associates to elevate quality
• Motivate and coach associates to provide an unmatched, world-class customer experience during each step of the scheduling process 
• Facilitate the Training and Onboarding process for new associates
• Understand, track, and optimize key metrics; meet or exceed performance standards established for the role
• Support associates with sensitive situations for dissatisfied customers by developing a deep understanding of our processes and products; collaborate with internal and external partners to resolve customer issues
• Manage workflow and delegate special projects 
• Maintain compliance with all company policies and procedures

OUR REQUIREMENTS

• 3+ years customer service or delivery logistics experience 
• Passion for providing a first-class customer experience
• Self-starter, proactive, organized, and detail-oriented
• Resilient in the face of adversity and ability to excel under pressure
• Communicate effectively; strong listening, verbal, and written skills
• A solution-oriented and positive mindset that openly embraces change and stretches goals
• Strong technical aptitude and comfort navigating across multiple systems
• Ability to work a flexible schedule including weekends and mandatory overtime