About the role

Advanced customer care associate resolving escalated phone, chat, and email issues for Crate and Barrel, a home furnishings retailer. Providing solutions, upselling, and coaching care associates.

Responsibilities

Deliver exceptional customer service across phone, chat, email, and other channels
Troubleshoot and manage escalated customer issues with urgency, empathy, and sound judgment
Build long-term customer relationships through ownership of complex follow-up and resolution
Maintain expertise in products and services
Suggest alternative product solutions and upsell based on customer needs
Respond to domestic and international customer questions, requests, and concerns
Work in specialty groups when assigned
Provide advanced solutions and/or compensation according to department guidelines
Own customer needs from start to finish
Collaborate with business partners to facilitate solutions and provide timely feedback
Maintain effective relationships with internal and external customers
Support colleagues and provide on-demand coaching to Customer Care associates
Adhere to Customer Care guidelines and perform other assigned duties

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
Strong problem solving skills including customer de-escalation
Excellent reading and written language skills in English
Good math skills
Excellent organizational skills and ability to multi-task and navigate multiple systems
Excellent telephone presence and interpersonal skills
Excellent data entry, typing and computer skills
Ability to be self-sufficient and manage time in a scheduled work environment
Thorough working knowledge of email, internet browsers, and Google platform
Selling focus including offering Crate and Barrel Credit Card, alternative items, and upselling
Authorized to work in the US