Specialist Operations Support Contact Center

About us

Contact Center - Operations Support Specialist

About the role

The Contact Center Operations Specialist provides accurate and timely financial and operational support in alignment with company policies. The role conducts research on failed allocations and order issues supports DC returns and maintains documentation and forms. The Specialist Operations Support partners with leadership for issue escalation mentors new associates and manages tasks independently while maintaining data confidentiality and flexibility to work nights and weekends as needed.

The impact you can have

• Compliance: This position follows Company and brand policies and procedures to quickly provide complete accurate financial support using resources and technology. Maintains confidentiality of the organizations customers and data.
• Responsibilities: Including refunds (Validate & Non- Validated) Gift Card & Merchandise Card replacements as well as Locate functions. Research including failed allocations back-order cancellations and Special Projects.
• Partnership: Collaborates with management if necessary to ensure First Contact Resolution. Alert Leadership of issues or concerns that may indicate a larger underlying problem resulting in customer dissatisfaction liability or loss to the organization.
• Mentors: Serves as an internal support for feedback on new Associates with leadership as appropriate.
• Adherence: Ability to work independently adhere to work schedule and manage regular duties with minimal supervision. Works flexible schedules to meet business needs including nights and weekends.
• Contact Quality: Maintains accurate customer data including documentation of discussions issues customer requests or other relevant information into company systems as required. Schedule assign or act on any required customer follow-up in accordance with guidelines.
• System Navigation: Uses technology tools as directed and within established guidelines.

Youll bring to the role

• High School Diploma or equivalent
• 3 years of Customer Service Experience (retail and contact center a plus)

• Problem Solving
• Customer Focus
• Written and Verbal Communication
• Attention To Detail
• Collaboration
• Active Listening
• System Navigation
• Multi-tasking

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands subject to each brands discount policies.
• Support for your individual development plus opportunities for career mobility within our family of brands.
• A culture of giving back local volunteer opportunities annual donation and volunteer match to eligible nonprofit organizations and philanthropic activities to support our communities.*
• Medical dental vision insurance & 401(K).*
• Employee Assistance Program (EAP).
• Time off paid time off & holidays.*

*Any job offer will consider factors such your qualifications relevant experience and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

This position can work on-site at least 4 days per week consistent with the needs of the businessat our Chicos FAS office location in Ft Myers FL or work remotely with occasional travel to a company office as required.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

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Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidates qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy) race color national origin religion age disability genetic information military status sexual orientation gender identity or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process please contact The Company will make reasonable accommodations for otherwise qualified applicants or employees unless such accommodations would impose an undue hardship on the operations of the Companys Company will not revoke or alter a job offer based on an applicants request for reasonable accommodation.