We are currently seeking a highly motivated full-time Support Center Specialist to join our Customer Care Center team of leading experts. While providing efficient, courteous and prompt service to our loyal Century 21 guests, as a Support Specialist, you will assist our call center agents with resolutions by examining evidence of issue, reviewing all information provided and determining the best form of resolution. With training, coaching and development, you will serve as a brand ambassador and assist us in our mission of Delivering Value to Live Better.
Duties and Responsibilities Include:
Provide service support by answering questions and offering prompt assistance to customer care agents.
Build customer loyalty by placing follow-up calls to resolve customer issues.
Document all chat and email information based on standard operating procedures.
Deliver friendly and prompt customer service within social media outlets and email.
Process claims while identifying and escalating priorities.
Respond to guest service email queries when needed.
Research and service inquiries to provide timely, accurate and complete resolution.
Update customer information for new and existing C21 status members.
Route queries to appropriate internal partners and follow up with customer issues.
Suggest methods to update, simplify, and enhance processes, procedures, and technologies.
Handle and complete multiple tasks simultaneously.
Knowledge and Skills:
Advanced written/verbal communication skills required.
At least 6 months of live chat, social media or email communication experience.
Customer service experience required.
Strong organizational skills.
Experienced in handling escalations
Must be able to type a minimum of 40 wpm with 80% accuracy
Editing, blogging or any form of online or written communication experience a plus.
Results oriented, passionate, and shows a strong sense of urgency.
Exhibits strong understanding of Microsoft Suite
In-depth knowledge and understanding of social media platforms and their respective participants.
Fashion industry experiences a plus.
Demonstrates superior multi-tasking abilities with analytical and problem solving skills.
Commitment to exemplifying the Century 21 Core Values.
Schedule: Flexible work schedule and weekend availability required.
There has never been a better time to join the company whose growth knows no boundaries. The company that rewards your success with better pay, better benefits, better atmosphere, and better career advancement opportunities!
Century 21 Department Stores LLC