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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: Sep 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

 

 

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:

 

 

 

   

 

  • 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

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