Advanced Customer Care Associate

This is a fully remote position, open to applicants in United States, +39 more locations.

📋 Description

• Provide outstanding customer service through phone, chat, email, and other communication channels.

• Address and resolve escalated customer issues promptly, with empathy and sound judgment.

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

• Maintain a deep knowledge of products and services.

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

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

• Participate in specialty groups as assigned.

• Offer advanced solutions and/or compensation in line with department guidelines.

• Manage customer needs from beginning to end.

• Collaborate with business partners to facilitate solutions and provide timely feedback.

• Foster effective relationships with both internal and external customers.

• Assist colleagues and offer on-demand coaching to Customer Care associates.

• Comply with Customer Care guidelines and perform other assigned responsibilities.

⛳️ Requirements

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

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

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

• Strong problem-solving abilities, including skills in customer de-escalation.

• Excellent reading and writing skills in English.

• Competent math skills.

• Exceptional organizational skills with the ability to multitask and navigate multiple systems.

• Strong telephone presence and interpersonal skills.

• Proficient data entry, typing, and computer skills.

• Ability to work independently and manage time effectively in a scheduled work environment.

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

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

• Must be authorized to work in the US.

🏝️ Benefits

• Reasonable accommodations for individuals with disabilities.

• Equal opportunity employment.

• Participation in E-Verify and confirmation of work authorization.

• Full-time employment.