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Care Support Associate Customer Care

Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087806
Customer Care Hourly Positions
Job Type: Full-Time
Date Updated: May 27, 2020

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.

 

 

REPORTS TO:

KEY PARTNERSHIPS:

CCR2 - Supervisor

 

 

KEY RESPONSIBILITIES FOR THIS ROLE:

Responsibilities:

  • Provides customer service via telephone and other media sources to respond to customer inquiries concerning merchandise, systems support or sales orders. May assess needs and suggest alternative products or services to drive add on sales.
  • Operates a computerized system for tracking, information gathering, troubleshooting of to enter JCPenney merchandise orders, when needed.
  • Communicates with customers regarding availability of merchandise, shipping information, method of payment, transportation charges and other component costs of current or previous orders.
  • Researches charges and adjustments on previous orders.
  • Coordinates with .com Facilities, Customer Relations and Store associates on specific orders, as needed.
  • Submits adjustments for simple, shortage, promotional, damage and incorrect pricing on previous orders.
  • Handles escalated calls from customer.
  • Handles all in-call assistance needed from associates in the center.

Skills & Experience:

  • Ability to appreciate the customer’s perspective. Consistent exhibition of customer service behaviors by showing empathy, patience, and treating a customer the way they would expect to be treated.
  • Good verbal communication skills
  • Interpersonal skills: Being able to read the needs of the customer and adjust behaviors to maximize service and sales.
  • Satisfactory writing skills as applicable to keyboarding communications.
  • Understanding of basic mathematical skills, including complex percentages.
  • Understand and professionally communicate customer inquiry procedures and policy to customers, as the situation may dictate.
  • Possess advanced customer relations skills, including active listening, empathy, conflict resolution and organized problem-solving skills.

Preferred Qualifications:

  • 6 months -1 year as a Call Center experience

 

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 Customer Care
Location: Columbus, OH, United States - Cust Care Contct Ctr 5555 Scarborough Blvd
Job ID: 1087806

J.C. Penney Company Inc.
Plano, Texas

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