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Care Support Associate (Remote)
Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087803
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: Apr 27, 2022
General Description
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. |
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REPORTS TO: | KEY PARTNERSHIPS: |
Customer Care Supervisor | |
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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: $14.00 to $21.00 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.
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COMPETENCIES NEEDED TO PERFORM EFFECTIVELY IN THIS ROLE: |
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- Drives for Results – Acts decisively and quickly, sets aggressive goals and takes appropriate risks, creates a culture of continuous improvement and actively search for ways to do more with less.
- Applies Critical Thinking – Uses fact-based analysis to guide decision-making, applies critical thinking to develop options and consider impacts, demonstrates business expertise.
- Executes with Excellence – Develops and prioritizes plans that help achieve Company goals, executes plans that are well-organized and efficient, delegates work effectively and communicates expectations to others.
- Takes Accountability – Takes responsibility for excellent customer experiences, holds self and others accountable for actions, shows confidence when challenged and will do the right thing even when it’s hard.
- Embraces a Growth Mindset – Applies a growth mindset by seeing change as an opportunity to learn and grow, asks for and listens to feedback, proposes and takes action on new ideas.
- Demonstrates Leadership – Fosters teamwork and motivates others to perform at a higher level, aligns goals and processes to create momentum, sets clear expectations and creates a culture of development through feedback and coaching.
Job Title: Care Support Associate (Remote)
Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087803
J.C. Penney Company Inc.
Plano, Texas