Coordinator, Customer Care

5 months ago

Pataskala, United States Ascena Retail Group Full time

Coordinator, Customer Care page is loaded **Coordinator, Customer Care**

**Coordinator, Customer Care**

locationsAscena Corp ETNA-ascena-Pataskala, OH 43062 time typeFull time posted onPosted 8 Days Ago job requisition idR-112007 ****Brand Overview:****

ascena is a leading national specialty retailer offering apparel, shoes, and accessories for women through our brands Ann Taylor, LOFT, and Lou & Grey, Lane Bryant and Cacique. We operate ecommerce websites and over 1200 stores throughout the United States. ETNA-ascena-Pataskala, OH 43062.****Position Overview:****

**Position Overview:**

This position is part of our Call Center Operations Team and is responsible for daily management of high touch client escalations. This role focuses on problem solving, research and resolution of client escalation and concerns; as well as client retention, increased brand loyalty and satisfaction for a favorable client experience. This role will also provide additional support when requested on specialized reports and requests as advised by leadership. This position supports the client escalations (stores and online) for Ann Taylor, LOFT, and Lane Bryant.

**Specific Accountability:**

* Responsible for reviewing daily client queues within CRM and replying to corporate level escalations.

* Manage and track all contacts and client interactions within CRM (Oracle, Cloud Services).

* Share feedback with Field Leadership and/or Corporate Business Partners (Sales Audit, Marketing, Distribution Centers, Corporate Communications, Ecommerce, Asset Protection, etc.) for visibility or further partnership as needed.

* Conduct in depth research and analysis as needed using various client relations tools, including our CRM, Order Management System, Social as well as our Loyalty, Gift Card and Sales Audit applications.

* Monitor daily Corporate Office Voicemail and follow-up with clients and/or redirect appropriately.

* Attend Weekly Operation and Social Meetings as requested.

**Specialized Projects:**

* Store Returns Queue -provide supportwith inbound Store Returns to Online Center as well as other specialized requests from Distribution Center, Brand Partners.

* Reporting Provides weekly volume reports on Team Performance and/or trends and shares with leadership team for review in weekly team meeting.

* Social Monitoring Assist team as needed to monitor Social Channels for any public facing Service Escalations and/or Themes.

* Marketing Manage and update all client marketing preference escalations, while escalating high touch privacy related concerns

* Field Feedback Share weekly data regarding successes and/or opportunities around store-specific client feedback with field leadership

* Contact Maintenance Regularly update internal corporate partner contact list as well as field contact lists with realignments

**Qualifications:**

* Experience in direct client contact, 2-4 years.

* Active listener with a passion toward delivering a positive client experience

* Outstanding oral and written communication skills.

* Ability to handle the fluctuating volume of client feedback--on the phone and in writing--with an emphasis on written communication, tracking, and resolution.

* Confidence in building relationships with business partners to resolve client issues and forward client feedback to the appropriate departments for review/reference.

* Knowledge of CRM tools, Oracle Cloud Services and all Microsoft office applications preferred.

#LI-KB1

****Location:****

Ascena Corp ETNA-ascena-Pataskala, OH 43062****Position Type:****

Regular/Full time****Equal Employment Opportunity****

The Company is committed to hiring and developing the most qualified people at all levels. It is our policy in all personnel actions to ensure that all associates and potential associates are evaluated on the basis of qualifications and ability without regard to sex (including pregnancy), race, color, national origin, religion, age, disability that can reasonably be accommodated without undue hardship, genetic information, military status, sexual orientation, gender identity, or any other protected classification under federal, state, or local law. We do not discriminate in any of our employment policies and practices. All associates are expected to follow these principles in all relationships with other associates, applicants, or others with whom we do business.

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