About the Role
Title: Specialist, Customer Engagement
Job Ref: 10414
Brand: Chico’s FAS, Inc-Shared Services
Category: Call Center
Employment Type: Full Time
Location: Illinois United States
Job Description:
With approximately 1,300 boutiques and outlets throughout the U.S., as well as an online presence for each of our brands, it takes sophisticated technology, resources and infrastructure to ensure the continued success of our businesses. From finance and accounting to technology and merchandising careers, we have diverse opportunities available for talented professionals to join our team of nearly 16,000 associates who share our commitment to excellence.
POSITION OBJECTIVE:
This position is responsible for handling incoming phone calls, chats and/or emails using company resources, policies, and procedures to manage inquiries completely and accurately according to the company standards while providing the Most Amazing Personal Service to our internal and external customers.
FUNCTIONAL RESPONSIBILITIES:
- Uses customer service skills to optimize the opportunity of each customer contact.
- Identifies and handles customer phone call/email/chat inquiries or concerns completely and accurately.
- Resolves customer complaints and problems to the satisfaction of the customer.
- Educates the customer about the products and services
- Completes and maintains accurate customer data including documentation of discussions, issues, customer requests and other relevant information as required.
- Schedules, assigns, or acts on any required customer follow-up in accordance with Customer Service Guidelines.
- Maximizes opportunities to upsell or cross-sell company products and services.
- Suggests Customer Service process improvements and participate in Customer Service initiatives for increased effectiveness.
- Uses technology tools as directed and within established guidelines.
- Maintains confidentiality of all company and customer data/information.
- Participates in individual/team training and meetings to ensure knowledge is up to date.
- Performs all financial and administrative activities effectively and in accordance with policy including credit card handling, PCI compliance and reporting.
- Partners with management, if necessary, to ensure first contact resolution. Alert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problem.
- Other miscellaneous duties assigned.