Customer Care Escalation Specialist
Customer Care Escalation Specialist
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Job Description
Works daily with customers the Belk Call Center Stores Credit and other business areas of Belk to better serve customers resolve issues reduce customer appeasements and drive sales. Supports the total eCommerce team with the identification of customer issues and resolutions.
Essential Functions:
Works daily to review and resolve escalated Belk customer issues either Belk or Store Experience to improve customer experience influence Customer Satisfaction scores reduce customer appeasements and drive increased sales
Daily review resolution and response of customer emails
Daily review and resolution of return or nondeliverable customer order exceptions to the fulfillment center or Returns vendor
Daily administration of all Belk appeasement Gift Cards
Responsible for any necessary followup activities with cross functional areas for customer issue resolution (e.g. Store Experience Advertising Merchandising Fulfillment Belk Rewards Card or Belk Gift Card).
Participation in weekly calibration/agent review calls at the Call Center providing constructive feedback where needed.
Detects and resolves potential order trends regarding order fulfillment service levels that may impact customer experience
Education / Experience Requirements:
Minimum Education & Experience:
Bachelors degree or equivalent combination of industry related professional experience & education
Candidate should have customer service experience preferably in a retail environment
Preferred Education & Experience:
4 Year Degree preferred
Candidate should have customer service experience preferably in a retail environment
Knowledge / Skills Requirements:
A proven track record of providing exceptional customer service and teamwork
Strong computer skills and comfort in navigating multiple applications
Strong phone/communication/listening skills
Comfortable communicating with all levels in the organization and external partners
Excellent problem analysis and solving skills demonstrating good judgment
Detailed and customer experience oriented
Strong organizational and time management skills
Ability to perform multiple tasks simultaneously in stressful customersensitive situations
Extremely discreet and trustworthy with private customer information
Reporting Relationships:
Supervisor :
Manager Customer Care
Accessibility Guidelines:
Belkcareers is committed to making the online application experience easy and accessible to individuals with disabilities. We are constantly making improvements to comply with the spirit of the Americans with Disabilities Act and the Web Content Accessibility Guidelines. If any of the information on the belkcareers website is not accessible to you due to a disability please contact us via email at Please provide the location of the inaccessible information and the format you wish to have the information presented and we will be happy to send it to you either via your email address or a separate mailing address you provide. If you prefer you may contact one of our friendly Shared Services representatives atand we will be happy to assist you with the application process.
We are an Equal Opportunity Employer:
We treat all our associates and candidates as equals. We require all associates and managers to do so too and comply with employment laws and regulations. All personnel actions are conducted in the spirit of equal employment. We are committed to recruit train promote and retain associates without regard to race color religion gender gender identification and expression national origin marital status age disability genetic information military status sexual orientation or any other characteristic protected by applicable local state or federal laws.
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
