Advanced Customer Care Associate

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🔥 0 minutes ago

🌽 Illinois, Nebraska, +3 more states – Remote

🌽 Illinois – Remote 🌾 Nebraska – Remote 🎰 Nevada – Remote 🗻 New Hampshire – Remote 🚗 Michigan – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Crate and Barrel

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Crate and Barrel is an industry-leading home furnishings specialty retailer founded in 1962 that helps people build purposeful homes across a family of brands including Crate & Barrel, Crate & Kids, CB2, and Hudson Grace. A leader in omnichannel and direct-marketing retail, the company operates more than 100 stores in the U. S. and Canada, supports international franchise locations and eCommerce platforms in multiple countries, and offers curated sourcing, production, custom delivery and set-up in over 90 countries. Owned by the Otto Group, Crate & Barrel emphasizes the physical retail experience alongside robust digital and eCommerce capabilities and employs roughly 7,500 associates.

📋 Description

• Deliver exceptional customer service across phone, chat, email, and other channels • Troubleshoot and manage escalated customer issues with urgency, empathy, and sound judgment • Build long-term customer relationships through ownership of complex follow-up and resolution • Maintain expertise in products and services • Suggest alternative product solutions and upsell based on customer needs • Respond to domestic and international customer questions, requests, and concerns • Work in specialty groups when assigned • Provide advanced solutions and/or compensation according to department guidelines • Own customer needs from start to finish • Collaborate with business partners to facilitate solutions and provide timely feedback • Develop effective relationships with internal and external customers • Support colleagues and provide on-demand coaching to Customer Care associates • Adhere to Customer Care Guidelines • Perform other assigned duties

🎯 Requirements

• Strong problem-solving skills, including customer de-escalation • Excellent English reading and written language skills • Good math skills • Excellent organizational skills and ability to multitask • Ability to navigate multiple systems in a fast-paced environment • Excellent telephone presence and interpersonal skills • Ability to communicate effectively with diverse groups of people • Excellent data entry, typing, and computer skills • Ability to work independently, manage time in a scheduled work environment, and support the team and customer • Thorough working knowledge of email, internet browsers, and Google platform • Selling focus, including offering the Crate and Barrel Credit Card, alternative items, and upsells • High School Diploma or GED is preferred, not required • 1+ years of customer service experience in retail, hospitality, or contact center • Advanced knowledge in phone, email, and/or chat required • Authorization to work in the US

🏖️ Benefits

• Medical/Dental/Vision • Life insurance and Disability • Retirement and 401(k) match • Paid time off, wellness time and volunteer time • Merchandise discount and EAP resources • Tuition Reimbursement • Merchandise discount • Many benefits begin on day one and extend to eligible dependents