Assistant Specialist, Customer Care Communications

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 on 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 Analyst, Customer Care Communications role is responsible for maintaining and updating the internal knowledge base and new hire training reference materials used across all global Customer Care operations. They collaborate with SMEs to ensure all reference materials are accurate and up to date. Additional key tasks include communicating reference material updates, tracking knowledge usage and course completion rates, managing CRM templates, and supporting reference material improvements based on associate feedback. The position also requires working with internal and external teams to enhance knowledge retention, as well as participating in weekend on-call support for customer-impacting issues.

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

What Will You Be Doing? 

• Support daily knowledge base updates and communications based on business, industry, and customer needs
• Work closely with Customer Care Experience SMEs to communicate customer-impacting issues to Contact Centers partners
• Monitor, review, and Team Up with Customer Care SMEs to implement end user feedback and drive improvements within internal knowledge base used across global Customer Care operations
• Regularly review, maintain, and update resources that include promotional activity, product knowledge, and store information to ensure knowledge base is up-to-date and reflects accurate information
• Teams Up with subject matter experts to support knowledgebase maintenance and new hire training resource updates for new products, features, services, and customer care experience initiatives
• Works closely with internal Experience Support partners and external Quality Assurance team members to support improvements on overall knowledge retention
• Continually maintains, updates, and requests translations as needed for templated response functionality in CRM
• Tracks and distributes knowledgebase usage and course completion rates to ensure agents are leveraging all resources available and able to effectively support the customer
• Assists with weekend on-call rotation to ensure that any customer-impacting issues are addressed timely

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
• Prior instructional design experience preferred 

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