Advanced Customer Care Associate

: We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people's homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding. We're here for it. We think you should be too. We're looking for a driven professional with an inclusive mindset to join our team as an Advanced Customer Care Associate. The Advanced Customer Care Associate is responsible for positively impacting the customer experience through providing excellent service using multiple channels, such as, phone, chat, email, etc. They manage escalated customer service issues by proactively problem solving in order to maintain a positive lifetime relationship.

• This position is fully remote

A day in the life as an Advanced Customer Care Associate

• 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

What you'll bring to the table…

• 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

We'd love to hear from you if you have…

• 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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