Customer Service Representative

Hoffman Estates, IL - USA

Monthly Salary: $ 20 - 28

Posted on: 8 days ago

Vacancies: 1 Vacancy

Job Summary

General Summary

At Claires the customer comes first and this role is critical in upholding that value. The Customer Service Representative serves as one of the primary contacts for escalated and complex customer inquiries complaints & issues. This role is responsible for investigating resolving and documenting high-priority customer cases ensuring a professional and positive brand experience. This representative analyzes customer feedback trends to identify systemic issues and collaborates with internal partners to drive continuous improvement in products services and operational processes.

Key Responsibilities

Customer Advocacy & Escalation Management:
- Serve as the main point of contact for complex high-priority customer issues received via all channels including inbound/outbound phone calls written correspondence (email/mail) and social media escalations.
- Manage queue of cases utilizing empathy and problem-solving skills to resolve complaints focusing on retention and brand loyalty.
- Conduct thorough investigations by collaborating with corporate teams (e.g. Loss Prevention Marketing Training Retail Operations) to gather all necessary information and ensure complete resolution.
Data Analysis & Reporting:
- Track categorize and analyze customer contact data to identify root causes of frequent complaints and emerging issues bubbling up issues to management to drive systemic change.
- Prepare and present weekly or monthly reports to management outlining key complaint trends service failures and the business impact of issues.
Process Improvement & Advocacy:
- Collaborate with Retail Operations team to translate key customer issues and service gaps into actionable training and policy improvements.
- Serve as the voice of the customer in internal meetings advocating for necessary changes to policies products and operational procedures to enhance the overall customer experience
- Develop and maintain a comprehensive knowledge base of company policies products and standard operating procedures to ensure accuracy in all communication.

Qualifications & Experience

High school diploma or equivalent (required).
2 years of experience in a customer service client relations or call center environment with proven experience handling escalated customer issues.
Exceptional written and verbal communication skills; ability to convey empathy and professionalism in all customer interactions.
Strong analytical skills with the ability to identify trends analyze data and report findings to management.
Proficiency with CRM software and case management systems (e.g. Zendesk Salesforce).
High level of integrity patience and discretion when handling sensitive or confidential customer matters.

Why Join Us

Be the voice of Claires.

This role is your opportunity to be on the frontline of our customer experience ensuring every interaction reflects our commitment to fun confidence and self-expression. Your work is vital: you will be the empathetic helpful voice that solves problems calms concerns and turns a service issue into a moment of brand loyalty. Join a dedicated team committed to setting the standard for customer care in a fast-paced environment.

If you have a passion for customer service and want to help us deliver the joyful Claires experience every single day we want you on our team.

Compensation Range: $20.50 - $28.00

Claires is committed to adhering to all applicable company policies and federal state and local laws and regulations. All positions will be compensated at or above the legally mandated minimum wage for the location in which work is performed. The final compensation will be determined by various factors such as relevant work experience education certifications skills and geographic location.

Benefits for full-time employees included medical dental and vision insurance voluntary welfare plans bonus plan eligibility 401(k) match vacation time sick time* and paid leave.

Benefits for part-time employees included voluntary welfare plans 401(k) match vacation time sick time* and paid leave in required states.

*Sick Time: For the State of Washington all employees will accrue paid sick time at the rate of 1 hour for every 30 hours worked.

Claires is an equal opportunity employer committed to diversity equity and inclusion and we encourage applications from members of all underrepresented groups including those with disabilities. We will accommodate applicants needs upon request throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require.

Information received relating to accommodation will be addressed confidentially. To request accommodation please email . Only messages sent for this purpose will be considered.

Required Experience:

Unclear Seniority

General SummaryAt Claires the customer comes first and this role is critical in upholding that value. The Customer Service Representative serves as one of the primary contacts for escalated and complex customer inquiries complaints & issues. This role is responsible for investigating resolving and d...