Demonstrate in both word and action a high quality of customer care, service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers at all times. Show ownership of customer follow-up and resolution, building lifetime relationships with customers by ensuring appropriate case management steps are taken consistently. Interface and act on behalf of Crate and Barrel to resolve escalated Customer Service complaints in regard to deliver... more details
We at Crate and Barrel want to ensure we help our customers love how they live in the moments that matter. At our Distribution Centers, we begin to instill that feeling with every package we carefully pick, pack, and ship to our customers' homes and into our award-winning stores. Our assortment includes more than 13,000 SKU's between each of our brands. We are curious and ask ourselves is there a better way to do this? As part of the team here, you'll ensure every product we sell online or in-stores is delivered on time and with quality, ensuring our customers are amazed and delighted with their selection.
What you'll do:
Demonstrate in both word and action a high quality of customer care, service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers at all times.
Show ownership of customer follow-up and resolution, building lifetime relationships with customers by ensuring appropriate case management steps are taken consistently.
Interface and act on behalf of Crate and Barrel to resolve escalated Customer Service complaints in regard to delivery issues.
Maintain passion for the brand and act as a product expert and knowledge resource in products and services.
Encourage open communication and demonstrate the ability to listen to associate and customer issues or concerns, probe for appropriate information and understand the underlying need and resolution.
Be highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation.
Provide cross-functional support and resource of home delivery team while partnering with supervisors, managers, and operations.
Work closely with all business partners to facilitate solutions and provide timely feedback using all required forms and spreadsheets.
Provide delivery assistance to the customer including, but not limited to, scheduling deliveries, resolving delivery issues, ordering parts and entering return/replacements for shipped and/or delivered items.
Have the bility to listen to the customer’s question, probe for appropriate information and understand the underlying need.
Manage service solutions and/or recommends compensation to customers based on guidelines in order to achieve the goal of first contact resolution.
What you'll bring:
High school diploma/GED or equivalent preferred
Knowledge of Microsoft Office Suite, Google platform, AS400, JDA warehousing software
Proven proficiency in English language skills (reading, written and verbal)
Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
Ability to move and/or lift up to 65lbs; heavier product with team assist
5+ years of customer service experience. Retail, Customer Service or hospitality industries, preferred
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