Customer Service Representative
Adecco has partnered with discount retail chain in Columbus, OH. We are looking for a Customer Care- Email Support associate. This contract assignment will be for 46-week short term assignment. This person would serve as liaison between customers and cross-functional business partners... Primarily responsible for responding to and documenting escalated customer concerns and compliments, troubleshooting customer issues both online and in store, eCommerce customer account and order management, product related inquires, refunds, shipping issues, and customer loyalty programs and questions. Responsibilities: · Investigates, resolves, and responds to customer phone calls, e-mails, letters, and any other customer related inquiries. · Provides customer follow up as applicable to ensure resolution and satisfaction. · Follows established departmental procedures, guidelines, and quality assurance standards (i.e. cases resolved within SLA and daily productivity levels met) to address problems and complaints, suggest solutions, and drive positive outcomes to ensure customer satisfaction and customer retention. · Documentation of all incoming contacts and communications and collaborates with the requisite party to effectively and efficiently resolve issues. · Resolves product and/or service problems by correctly identifying the true concern, assisting in determining the root cause, selecting, and explaining the best solution for the problem, and expediting resolution to exceed customer expectations including tier one, tier two, and tier three escalations. · Handles all inquiries with accuracy and confidentiality and ensuring information is escalated to the appropriate department for additional review in accordance with defined procedures. · Communicates issues, opportunities, and insights to departmental leadership as necessary. · Engages with peers to identify areas of improvement within department and participates in new agent onboarding and associate engagement and inclusion activities. · Responsible for addressing BBB concerns, Consumer Affairs inquires, and other high level, high visibility contacts. Qualifications: · High School Diploma or General Education Diploma (GED) required. · Two to four years of relevant experience in a fast-paced customer facing, retail-based service/contact center environment required; eCommerce experience preferred. · Excellent interpersonal, verbal, and written communication skills required (writing sample may be required). · Process oriented with strong attention to detail and the ability to multi-task, including across multiple systems/programs, think critically, and problem solve within company guidelines required. · High level of professionalism and empathy while interacting with internal and external customers required. · Systems savvy with basic proficiency with Microsoft Teams, Outlook, Word, Excel, and OneNote. · Experience with IBM Call Center and Fresh Works CRM is highly preferred. · High level understanding of measuring and adhering to contact center metrics Apply Job!