Service Excellence Representative

2 weeks ago

Harrisburg, Pennsylvania, United States Ollie's Bargain Outlet, Inc. Full time

Join Ollie's Bargain Outlet, a leader in retail with over 40 years of experience, and enjoy a 20% discount on all your purchases. As a publicly traded company since 2015, we have expanded to over 500 locations across 31 states, with a strong commitment to growth and customer satisfaction.

Embrace the Ollie-tude (Core Values):
o COLLABORATE EFFECTIVELY - Support and work cohesively with your team.
o SHOW EMPATHY - Treat others with respect, dignity, and kindness.
o FOCUS ON VALUE - Adopt a mindset of providing quality at affordable prices.
o DEMONSTRATE DEDICATION - Approach your work with passion, resilience, and determination.
o PURSUE GROWTH - Strive for continuous improvement every day.
o BE AUTHENTIC - Maintain honesty, transparency, and trustworthiness in all interactions.

Comprehensive Benefits:

  • Medical, Dental, Vision, and RX coverage starting from Day 2 of employment.
  • 401K plan with company matching available upon enrollment.
  • Flexible Spending Account/Health Savings Account options to help manage your pre-tax income.
  • Opportunities for career advancement and professional development for high achievers.
  • 20% discount on all Ollie's purchases and eligibility for an annual bonus program.
Position Overview:

The Customer Service Representative (CSR) plays a crucial role in addressing customer inquiries promptly and courteously. As a representative of our brand, the ideal candidate possesses exceptional communication skills and a strong affinity for technology. They are passionate about resolving issues and pay close attention to detail. A successful CSR collaborates with various departments to ensure optimal outcomes for both customers and the organization.

Key Responsibilities:
  • Address all customer inquiries through the Customer Service platform, phone, mail, and social media within 48 business hours.
  • Effectively deescalate customer concerns.
  • Investigate the root causes of complaints.
  • Ensure all issues are followed through to resolution.
  • Consistently deliver a positive and professional experience for customers.
  • Update customer loyalty profiles as necessary.
  • Collaborate with field managers to resolve issues effectively.
  • Maintain strong working relationships with other departments to understand company processes.
  • Communicate emerging issues to your direct supervisor.
  • Identify and report any trends to field managers.
  • Assist in training new Customer Service representatives.
  • Facilitate updates to Customer Service training and reference materials.
  • Support other operational priorities as needed.
Qualifications:
  • High School diploma is required; an Associate's or Bachelor's degree is a plus.
  • Minimum of 2 years of experience in Customer Service within sales, retail, food, or a related field.
  • Strong active listening and communication skills.
  • Ability to adapt to various personalities and show empathy.
  • Proficient business writing skills, with a solid understanding of spelling and grammar.
  • Familiarity with Microsoft Office applications such as Word, Excel, and Outlook.
  • Excellent attention to detail, time management, and multitasking abilities.
  • Ability to work independently as well as part of a team.
  • Capability to adapt to frequent or unexpected changes.
  • Bilingual candidates are encouraged to apply.
Physical Requirements:
  • Ability to sit for extended periods and work at a computer.
  • Effective communication skills with all levels of the organization.
  • Maintain a constant state of alertness and safety.
Ollie's is an equal opportunity employer. We consider qualified applicants for all positions without regard to race, color, religion, sex, national origin, age, veteran's status, disability, or any other legally protected status.

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