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Client Relations Specialist

2 months ago

Hoffman Estates, Illinois, United States Claire's Full time
Customer Support Representative (Hybrid)

Position Overview

The Customer Support Representative is responsible for delivering exceptional assistance, information, and solutions to both in-store and online customers, ensuring their needs are met with the highest standards.
  • Investigate and address all customer inquiries through various communication channels in a prompt and professional manner.
  • Exhibit understanding and compassion towards customer concerns; aim for resolution on the first contact to effectively address service challenges.
  • Optimize the time spent with customers to resolve issues during the initial interaction.
  • Gather and analyze all pertinent information to evaluate the legitimacy of complaints and identify potential causes.
  • Inform customers about our offerings and services.
  • Continuously follow up on customer inquiries to ensure satisfaction and effective communication with the field organization.
  • Collaborate with the Customer Service Supervisor and internal teams when a case necessitates urgent attention and resolution.
  • Enhance the company's reputation by taking responsibility for customer satisfaction.
  • Maintain a comprehensive record of customer interactions, documenting inquiries, complaints, and positive feedback, along with actions taken.
  • Provide necessary information to other departments in accordance with established practices and procedures.
  • Oversee and distribute gift cards for customer and field incentive initiatives.
  • Keep compliance logs and an organized filing system for customer service communication records.
  • Thrive in a collaborative environment while independently managing personal workflow and responsibilities.
  • Offer operational support for special projects and perform additional duties as assigned.
Qualifications
  • High school diploma or equivalent experience preferred.
  • Bilingual abilities (Spanish speaking is advantageous).
  • Exceptional telephone communication skills.
  • Strong oral and written communication abilities.
  • Effective organizational skills.
  • Ability to work efficiently in a fast-paced, deadline-driven environment.
  • 1 - 2 years of experience in retail, customer service, or office settings required.
  • Proven collaborative skills and the ability to work effectively within a team.
  • Proficiency in Microsoft Office.
  • Flexibility and capability to prioritize multiple tasks.
  • Self-driven with initiative and attention to detail.
  • Frequent walking may be required.
Claire's is an equal opportunity employer dedicated to diversity, equity, and inclusion, encouraging applications from all underrepresented groups, including individuals with disabilities. We will accommodate applicants' needs upon request throughout all stages of the recruitment process.