Assistant Specialist, Customer Care Experience Support

Company Description

Job Description 

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges related to customer impacts and store operations. 

The Assistant Specialist, Customer Care Experience Support role is responsible for leading user management efforts, assisting in anomaly detection and validation, reviewing and resolving Customer Care defect tickets, delivering comprehensive reporting to contact center partners, monitoring performance metrics, executing customer-facing communications, and supporting various operational functions within the contact center environment.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Lead user management, including timely activation/deactivation of Contact Center credentials, conducting proactive audits, and identifying operational efficiency improvements.
• Manage anomaly alerts and respond to tickets submitted by contact center vendors, collaborating with Customer Care Leadership to assess defect impact and prioritize resolutions.
• Provide weekly reports to Contact Center partners, covering Customer Satisfaction, Quality, and experience analytics.
• Analyze quality monitoring and CSAT data to track performance and trends at global, team, and individual levels.
• Continuously explore best practices and share process improvement recommendations with Customer Care leadership.
• Execute mass customer-facing communications, ensuring timely and effective delivery.
• Participate in weekend on-call rotation to address customer-impacting issues promptly.
• Act as backup for the Knowledge Base and Communication Analyst, assisting with updates to the agent-facing system during their absence.
• Support Quality Assurance related tasks including reporting, auditing, process documentation, evaluations, and calibration.
• Maintain a comprehensive understanding of the full customer lifecycle, including orders and returns related to Omni experiences.

What Do You Need To Bring? 

• Ability to adapt in a fast paced, ever changing, and collaborative team environment 
• Ability to manage multiple priorities, projects, and deliverables while keeping the customer at the forefront of everything we do 
• Strong verbal and written communication skills 
• Proficient in Microsoft Office applications  
• Organized, self-starter, and detail-oriented 
• Ability to work on weekends/evenings rotationally as needed

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption ben