Care Support Associate (Remote)

JOB PURPOSE:

Provides customer service to manage inquiries concerning merchandise, system support, or sales orders, and problems via telephone.   Handles escalated calls from customers as well as provides in-call assistance needed from associates in the center.  Takes sales orders and suggests additional products and/or services. This will be done in more than one language, with an emphasis on Spanish language. 

REPORTS TO:

KEY PARTNERSHIPS:

Customer Care Supervisor

KEY RESPONSIBILITIES FOR THIS ROLE:

Responsibilities:

• Provide customer service via telephone and other media sources to respond to customer inquires ranging from merchandise, system support, placing orders, trouble-shooting, and deescalating customer issues. May assess needs and suggest alternative products or services to drive add on sales.
• Communicate with customers regarding ability of merchandise, shipping information, method of payment, transportation charges, and other compenent costs of current or previous orders.
• Research charges and adjustments on previous orders. 
• Handle interactions with the customer in an efficient and empathetic manner to meet key performance goals such as: Call Quality, First Contact Resolution, Customer Satisfaction, Average Handle Time, and Hold Time. 
• Coordinate with the .com Facilities, Customer Relations and Store associates on specific orders, as needed.
• Submit adjustments for simple, shortage, promotional, damage, and incorrect pricing on previous orders.

Skills & Experience:

• Ability to appreciate the customer's perspective. Exhibit consistent customer experience-oriented behaviors including active listening, empathy, conflict resolution, organized problem-solving skills and treating our customers the way you would expect to be treated. 
• Excellent verbal communication skills
• Strong writing skills
• Understand and professionally communicate customer inquiry procedures and policy to our customers
• For bi-lingual positions - ability to speak and understand spoken and written Spanish

Required Qualifications:

• General computer skills including navigating multiple tabs, windows, and systems
• Customer Service experience
• Access to reliable internet connection
• Quiet working area away from distractions

Preferred Qualifications:

• 6 months to 1 year of Contact Center experience
• Experience using Microsoft Office
• Remote work experience 

Compensation and Benefits:

• Pay Range: $16.50 to $20.63 per hour
• If eligible, we offer a competitive benefits package including medical/dental/vision, term life insurance, paid vacation/holidays, and 401(k) with company match. All associates are eligible for an associate discount on JCPenney merchandise.

COMPETENCIES NEEDED TO PERFORM EFFECTIVELY IN THIS ROLE: