Claire's
Customer Support Representative
Claire's, Hoffman Estates, Illinois, us, 60179
Purpose of RoleProvide front-line support, information and resolution to both In-Store and Ecommerce customers that exceed customer expectations.
Main ResponsibilitiesResearch 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.Enhance 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 MakingLevel of Decision Making:
2Makes 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 OthersInternal:
Level 3 - Field and Corporate employee contact.External:
Potential % of external contact 100% - Customers.Education and/or CertificationsHigh school diploma or equivalent experience preferred.Essential CriteriaQualifications:
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.
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Main ResponsibilitiesResearch 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.Enhance 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 MakingLevel of Decision Making:
2Makes 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 OthersInternal:
Level 3 - Field and Corporate employee contact.External:
Potential % of external contact 100% - Customers.Education and/or CertificationsHigh school diploma or equivalent experience preferred.Essential CriteriaQualifications:
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.
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