Customer Experience Specialist - Remote

About us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

 

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

 

About the role
The Specialist is responsible for handling KnitWell Omni-channel contacts, including phone calls, chats, texts, and emails, to provide sales and service support. This role is focused on building engaging relationships with customers, utilizing product knowledge, and delivering exceptional personal service for our external customers. The position ensures that inquiries are managed completely and accurately according to company standards while also supporting business objectives. 

The impact you can have

·         Customer Focused Demeanor: Enthusiastically answer a high volume of incoming customer contacts. 

·         High Level Service Skills: Use customer service skills to optimize each customer interaction. 

·         Problem Resolution: Identify and resolve customer inquiries, complaints, and problems to ensure satisfaction. 

·         Product Expert and Knowledge: Educate customers about products, services, promotions, and special campaigns. Maximize up-sell and cross-sell opportunities to promote company products and services. 

·         Attention to Details Expert: Maintain accurate customer data, including documentation of interactions. Schedule, assign, or follow up on customer inquiries per Customer Service Guidelines. 

·         Problem-Solving Expertise: Suggest process improvements and participate in customer service initiatives for enhanced efficiency. 

·         System Management: Utilize technology tools effectively within established guidelines. 

·         Privacy: Maintain confidentiality of all company and customer data. 

·         Knowledge Expert: Participate in individual/team training and meetings to stay updated on knowledge and best practices. 

·         Maintain PCI compliance: This role requires basic adherence to PCI compliance standards, as the Associate captures only the minimum necessary customer payment information to complete transactions. The Associate follows established scripts and secure processes to protect sensitive data, demonstrates awareness of data privacy requirements, and complies with routine monitoring to ensure proper handling of customer information. 

·         Strong Judgment Skills: Escalate issues requiring additional resolution or indicating systemic problems to management. 

·         Professionalism: Act with integrity, transparency, and respect while interacting with customers. 

·         Customer Focused: Complete miscellaneous and specialized tasks to enhance customer satisfaction and meet center performance goals. 

 

 

You’ll bring to the role

 

·         High school diploma or GED required. 

·         1-3 years of customer service experience (retail and contact center experience preferred). 

·         Excellent verbal and written communication skills. 

·         Strong computer proficiency in Microsoft Office and adaptability to company-provided technology. 

·         Outstanding interpersonal and relationship-building skills. 

·         Strong follow-up and problem-resolution abilities.