Description
Responsible for handling calls from new and existing customers regarding a variety of requests. Investigates, resolves, and responds to customer calls, e-mails, letters, and any other customer service inquiry.
- Investigates, resolves, and responds to customer phone calls, e-mails, letters, and any other customer service inquiries which may include merchandise questions, positive and negative feedback, policy issues, etc.
- Follows established departmental procedures and guidelines and quality assurance standards to address problems and complaints, suggest solutions, and drive positive outcomes to ensure customer satisfaction and business retention.
- Maintains a detailed log of incoming calls, emails, and letters, including a detailed description of the issue, action taken to resolve the issue, and any necessary follow-up to be conducted.
- Answers and resolves concerns by clarifying issues including researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems.
- Collaborates with various departments for the most effective and accurate responses (e.g., Social Media, Digital, Marketing, Buyers, Print, HR, etc.).
- Communicates issues, opportunities, and insights to departmental leadership, as necessary.
Qualification
- High School Diploma or General Education Diploma (GED) required.
- Two to four years of relevant experience in a customer service environment preferred.
- Excellent verbal and written communication skills required (writing sample may be required).
- Strong interpersonal skills with the ability to effectively listen and build relationships required.
- High level of professionalism and empathy while interacting with internal and external customers.
- Data entry skills with the ability to navigate through multiple computer systems required. Basic proficiency with Microsoft Teams, Outlook, Word, Excel, and OneNote preferred.
- Ability to multi-task and problem solve within defined guidelines.
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.
