Advanced Customer Care Associate
- This position is fully remote
- Demonstrate a high quality of customer service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers
- Build lifetime relationships with customers through ownership of complex follow-up and resolution
- Maintain passion for the brand and expertise in products and services
- Suggest alternative product solutions and/or upsell based on customers' needs
- Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation
- Respond to domestic and international customer questions, requests and concerns via all channels while achieving team and department goals
- Work in speciality groups when assigned
- Manage escalated customer concerns by providing advanced solutions and/or compensation to customers based on department guidelines
- Work closely with all business partners to facilitate solutions and provide timely feedback
- Strong problem solving skills including customer de-escalation and a can-do attitude
- Excellent reading and written language skills (English): good math skills
- Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
- Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
- Ability to be self-sufficient, manage time in a scheduled work environment, supporting the team and the customer
- Possess a selling focus including offering Crate and Barrel Credit Card (CBCC), alternative items, upsell and provide a supportive shopping experience
- 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
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