Job Description

The Role is a vital part of the E-commerce Web Operations team and works with management to handle complex and escalated issues. There will be phone work, but the analytical component is just as important.
This role is 100% remote as well so individual must be able to work from home and stay focused.
Here are the characteristics we are currently looking for in a candidate:

  1. Detail Orientated
  2. Customer friendly candidate- they strive to hire candidates with top notch customer service skills and a dedication to providing excellent customer service to every customer and in any situation.
  3. This position is geared towards handling escalated customers over the phone and will work with multiple areas of business.
  4. Associate needs to be able to multitask and work in a fast paced environment.
  5. This role will work with senior level manager to think strategically about solving escalated issues.
  6. This person will need excellent internal and external communication skills and be able to work with all levels and areas of the business to find the best solutions.
  7. It is client facing and the individual needs to feel confident being the voice of the organization and remaining in the spotlight even in difficult situations and especially during the holidays

Essential Functions:

  • Daily Review and resolution of escalated customer issues, not resolved by the Call Center and its management group
  • Daily Review and resolution and response of all customer emails sent to the organization regarding E-commerce products
  • Daily Review and resolution of all returned non-deliverable customer orders to the fulfillment center and Daily administration of gift cards
  • Responsible for any necessary forwarding/follow-up activities with other areas of the company for customer issue resolution (e.g., Store Complaints, Advertising Complaints, Merchandising Complaints, Shipping issues, Client Credit issues, as well as, Card issues).
  • Participate in weekly calibration/agent review calls at the Call Center, by giving constructive feedback where needed


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Charlotte, NC

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