CUSTOMER CARE SPECIALIST

Job Summary

JOB DESCRIPTION...

The Customer Care Specialist will respond to customer inquiries via social, website, email, and phone to problem solve and turn potentially negative experiences into positive experiences with the at home brand.

This helps us drive continuous improvement at all levels for the benefit of our external customers.

Key Roles & Responsibilities
? De-escalate customer service issues and turn negative experiences back into positive ones by appropriately handling customer concerns and frustrations with the right responses in a timely and considerate manner
? Manage, moderate and respond to customer comments and questions submitted via the website, Facebook, twitter, Instagram, store associates or other channels each day, including outreach and partnering with various departments and store teams when appropriate.
? Troubleshoot and resolve issues related to in store operations receipt request, refund inquires, gift card balance or issue, refund requests, etc.
? Follow up with customers throughout the life of their complaint resolution.
? Log and report out all customer care engagements.
? Report customer care engagement/complaint-types and key customer service issues to the executive team monthly to inform the organization of potential customer care issues and make recommendations on ways to improve the customer experience.
? Manage customer care moderation agency for nights and weekend coverage.

Qualifications & Competencies
? High School diploma or equivalent
? 3+ years of experience in a customer experience representative role, responsible for reposing to customer concerns.
? Strong communication skills both nonverbal and verbal.
? Must be organized and efficient upon executing customer concerns.
? Requires significant phone, e-mail, and chat communication with customers in a fun and fast-paced environment.
? Ability to thrive in a flexible environment with a positive attitude
? Previous customer service experience required.
? Knowledge of social media tools and platforms.
? Proficient in Microsoft Word, Excel and Outlook and social media platforms including Facebook, twitter and Instagram
? Calm manner under pressure
? Strong problem solving skills

About Us

When you?re a part of our team, you have the full support of a diverse, close-knit team in our stores. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. At Home is committed to knitting diversity and inclusion into the fabric of our culture; we respect, appreciate and celebrate the experiences and qualities that differentiate everyone on the At Home team

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