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Customer Support Representative

2 months ago

Hoffman Estates, United States Claire's Full time

Purpose of Role

(an accurate and concise statement summarizing the overall purpose of the job and what it has to achieve)

Provide front-line support, information and resolution to both In-Store and Ecommerce customers that exceed customer expectations.

Main Responsibilities

(describe the key areas in which results must be achieved in order to fulfil the overall purpose of the job)

Research and resolve all customer inquiries through use of email, phone, letters, LiveChat and Social Media in a timely and professional manner.

Demonstrate empathy to customer’s needs; strive for first contact resolution to efficiently and effectively solve customer service issues.

Maximize time available to customers to resolve concerns the first time.

Obtain and examine all relevant information in order to assess validity of complaints and determine possible causes.

Provide customers information about our products and services.

Follow up on customer inquiries to customers and the field organization on a continual basis.

Communicate with Customer Service Supervisor and internal departments when a case requires escalation and immediate resolution.

Enhances organization reputation by accepting ownership for customer satisfaction.

Maintain database of customer interactions, recording details of inquiries, complaints, and compliments, as well as actions taken.

Provide information to other company departments following departmental practices and procedures.

Maintain and distribute gift cards for customers and field incentive programs.

Maintain compliance logs and accurate filing system for Customer Service communication documents.

Work in a team oriented atmosphere while independently managing own priority

workflow and responsibilities.

Provide operational support for special projects and other duties as assigned.

Decision Making

(describe how / what decisions are made and the accountability for making them)

Level of Decision Making:

(Indicate level here 2 )

Makes every day operational decisions to get the job done

Makes job function and tactical decisions that could affect others

Makes job function and strategic decisions that could affect the overall company

Relationship With Others

Include any other significant details below:

(what frequent internal & external contacts the role has with other roles and what is the purpose)

Internal:

(Indicate level here 3 )

Direct department and/or internal corporate contact only

Field and Corporate employee contact

Field and Corporate global employee contact

External: ( Does the role have contact with outside Vendors, Brokers, Consultants, etc. list % below)

Potential % of external contact 100% - Customers

Education and/or Certifications

(i.e. high school diploma required / bachelor’s degree in HR required/ preferred, PHR Cert. preferred)

Essential Criteria

High school diploma or equivalent experience preferred

(list and describe the qualifications needed to perform the job at a competent level)

Qualifications: Excellent telephone communication skills

Good oral and written communication skills

Good organizational skills

Sense of urgency with ability to work in a fast-paced and deadline- oriented environment

Experience: 1 - 2 years’ experience in retail, customer service, or office environment required

Demonstrated collaborative skills and ability to work well within a team

Knowledge: Microsoft Office required

Skills / Abilities: Flexibility and the ability to prioritize multiple assignments

Self-motivated with initiative and attention to detail

Frequent periods of walking required

Claire's is an equal opportunity employer committed to diversity, equity and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants' needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. #J-18808-Ljbffr