Customer Experience Specialist

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🔥 4 hours ago

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KnitWell Group

WebsiteLinkedInAll Job Openings

10,000+ employees

🛒 Retail

👗 Fashion

Retail • Fashion

KnitWell Group is one of the largest specialty apparel companies in the United States, generating approximately $6 billion in sales through its iconic brands including Ann Taylor, Chico's, Lane Bryant, LOFT, Soma, Talbots, and White House Black Market.

📋 Description

• Handle KnitWell omni-channel contacts, including phone calls, chats, texts, and emails • Provide sales and service support to external customers • Build engaging customer relationships using product knowledge and personal service • Answer a high volume of incoming customer contacts • Identify and resolve customer inquiries, complaints, and problems • Educate customers about products, services, promotions, and special campaigns • Maximize up-sell and cross-sell opportunities • Maintain accurate customer data and document interactions • Schedule, assign, or follow up on customer inquiries according to Customer Service Guidelines • Suggest process improvements and participate in customer service initiatives • Utilize technology tools within established guidelines • Maintain confidentiality of company and customer data • Participate in individual and team training and meetings • Follow PCI-compliant scripts and secure processes for customer payment information • Escalate issues requiring additional resolution or indicating systemic problems to management • Complete miscellaneous and specialized tasks to enhance customer satisfaction and meet center performance goals

🎯 Requirements

• High school diploma or GED required • 1–3 years of customer service experience; retail and contact center experience preferred • Excellent verbal and written communication skills • Strong computer proficiency in Microsoft Office and adaptability to company-provided technology • Outstanding interpersonal and relationship-building skills • Strong follow-up and problem-resolution abilities • Ability to multitask effectively in a fast-paced environment • Excellent organizational and communication skills • Ability to work independently, adhere to a structured schedule, and manage daily tasks with minimal supervision • Flexibility to work nights and weekends based on business needs • Strong internet connection of at least 100 Mbps for remote employees • Basic adherence to PCI compliance standards • Ability to maintain confidentiality of company and customer data

🏖️ Benefits

• Merchandise discount at our brands: 50% off regular-priced merchandise at Ann Taylor, LOFT, & Lane Bryant (in store and online) • Support for your individual development plus career mobility within our family of brands • A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities • Medical, dental, vision insurance & 401(K) retirement • Employee Assistance Program (EAP) • Paid time off & holidays