Advanced Customer Care Associate

Job Description

REQUIREMENTS

• Strong problem solving skills including customer de-escalation and a can-do attitude
• Excellent reading and written language skills (English): good math skills
• Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
• Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
• Excellent data entry, typing and computer skills
• Ability to be self-sufficient, manage time in a scheduled work environment, supporting the team and the customer
• Thorough working knowledge of email, internet browsers, and Google platform
• Possess a selling focus including offering Crate and Barrel Credit Card (CBCC), alternative items, upsell and provide a supportive shopping experience

RESPONSIBILITES

• Demonstrate a high quality of customer service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers
• Build lifetime relationships with customers through ownership of complex follow-up and resolution
• Maintain passion for the brand and expertise in products and services
• Suggest alternative product solutions and/or upsell based on customers’ needs
• Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation
• Respond to domestic and international customer questions, requests and concerns via all channels while achieving team and department goals
• Work in speciality groups when assigned
• Manage escalated customer concerns by providing advanced solutions and/or compensation to customers based on department guidelines.
• Ownership of customer needs from start to finish by being the customers Hero
• Work closely with all business partners to facilitate solutions and provide timely feedback
• Develop and maintain effective, collaborative relationships with internal and external customer
• Offer support to others in all settings, be a team player
• Provide on demand coaching to Customer Care associates to support first contact resolution
• Adhere to all Customer Care Guidelines
• Perform other duties, as assigned

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