Advanced Customer Care Associate

This is a fully remote position, open to applicants in Illinois, +4 more states.

📋 Description

• Provide outstanding customer service through various channels including phone, chat, and email.

• Resolve and manage escalated customer concerns promptly, with empathy and sound judgment.

• Foster long-lasting customer relationships by taking ownership of complex follow-ups and resolutions.

• Maintain in-depth knowledge of products and services offered.

• Recommend alternative product solutions and upsell based on customer requirements.

• Address inquiries, requests, and concerns from both domestic and international customers.

• Participate in specialized groups as assigned.

• Deliver advanced solutions and/or compensation in line with departmental policies.

• Take full ownership of customer needs from initiation to completion.

• Collaborate with business partners to drive solutions and provide prompt feedback.

• Build effective relationships with both internal and external customers.

• Assist colleagues by offering on-demand coaching to Customer Care associates.

• Comply with Customer Care Guidelines.

• Carry out other assigned responsibilities.

⛳️ Requirements

• Strong problem-solving abilities, particularly in customer de-escalation scenarios.

• Exceptional English reading and writing skills.

• Proficient math skills.

• Excellent organizational capabilities with the ability to multitask effectively.

• Competence in navigating multiple systems in a fast-paced environment.

• Strong telephone presence and interpersonal communication skills.

• Ability to communicate effectively with a diverse range of individuals.

• Proficient in data entry, typing, and computer operations.

• Capacity to work independently, manage time effectively in a scheduled environment, and support both the team and customers.

• Comprehensive knowledge of email, internet browsers, and the Google platform.

• Sales-oriented mindset, including promoting the Crate and Barrel Credit Card, alternative products, and upselling techniques.

• High School Diploma or GED is preferred but not mandatory.

• At least 1 year of customer service experience in retail, hospitality, or contact center settings.

• Advanced proficiency in phone, email, and/or chat communication is required.

• Must be authorized to work in the US.

🏝️ Benefits

• Medical, Dental, and Vision coverage.

• Life insurance and Disability coverage.

• Retirement plan with 401(k) matching.

• Paid time off, wellness time, and volunteer time.

• Merchandise discounts and Employee Assistance Program (EAP) resources.

• Tuition Reimbursement.

• Merchandise discount.

• Many benefits start on the first day and extend to eligible dependents.