Customer Service Representative (Hybrid)

At Claire’s, the customer comes first, and this role is critical in upholding that value. The Customer Service Representative serves as one of the primary contacts for escalated and complex customer inquiries, complaints, & issues. This role is responsible for investigating, resolving, and documenting high-priority customer cases, ensuring a professional and positive brand experience. This representative analyzes customer feedback trends to identify systemic issues and collaborates with internal partners to drive continuous improvement in products, services, and operational processes.

Key Responsibilities

Customer Advocacy & Escalation Management:

• Serve as the main point of contact for complex, high-priority customer issues received via all channels, including inbound/outbound phone calls, written correspondence (email/mail), and social media escalations.

• Manage queue of cases, utilizing empathy, and problem-solving skills to resolve complaints, focusing on retention and brand loyalty.

• Conduct thorough investigations by collaborating with corporate teams (e.g. Loss Prevention, Marketing, Training, Retail Operations) to gather all necessary information and ensure complete resolution.

Data Analysis & Reporting:

• Track, categorize, and analyze customer contact data to identify root causes of frequent complaints and emerging issues, bubbling up issues to management to drive systemic change.

• Prepare and present weekly or monthly reports to management outlining key complaint trends, service failures, and the business impact of issues.

Process Improvement & Advocacy:

• Collaborate with Retail Operations team to translate key customer issues and service gaps into actionable training and policy improvements.

• Serve as the voice of the customer in internal meetings, advocating for necessary changes to policies, products, and operational procedures to enhance the overall customer experience

• Develop and maintain a comprehensive knowledge base of company policies, products, and standard operating procedures to ensure accuracy in all communication.

Qualifications & Experience

• High school diploma or equivalent (required).

• 2+ years of experience in a customer service, client relations, or call center environment, with proven experience handling escalated customer issues.

• Exceptional written and verbal communication skills; ability to convey empathy and professionalism in all customer interactions.

• Strong analytical skills with the ability to identify trends, analyze data, and report findings to management.

• Proficiency with CRM software and case management systems (e.g., Zendesk, Salesforce).

• High level of integrity, patience, and discretion when handling sensitive or confidential customer matters.

Why Join Us

Be the voice of Claire’s.

This role is your opportunity to be on the frontline of our customer experience, ensuring every interaction reflects our commitment to fun, confidence, and self-expression. Your work is vital: you will be the empathetic, helpful voice that solves problems, calms concerns, and turns a service issue into a moment of brand loyalty. Join a dedicated team committed to setting the standard for customer care in a fast-paced environment.

If you have a passion for customer service and want to help us deliver the joyful Claire’s experience every single day, we want you on our team.

Claire’s is committed to adhering to all applicable company policies and federal, state, and local laws and regulations. All positions will be compensated at or above the legally mandated minimum wage for the location in which work is performed. The final compensation will be determined by various factors such as relevant work experience, education, certifications, skills, and geographic location.

Benefits for full-time employees included medical, dental, and vision insurance, voluntary welfare plans, bonus plan eligibility, 401(k) match, vacation time, sick time* and paid leave.

Benefits for part-time employees included voluntary welfare plans, 401(k) match, vacation time, sick time* and paid leave in required states.

• Sick Time: For the State of Washington, all employees will accrue paid sick time at the rate of 1 hour for every 30 hours worked.

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.

Information received relating to accommodation will be addressed confidentially. To request accommodation, please email [email protected]. Only messages sent for this purpose will be considered.