This position is responsible for handlingincoming phone calls, chats and/or emails using company resources, policies andprocedures to completely and accurately manage the inquiry according to thecompany standards while providing the Most Amazing Personal Service to ourinternal and external customers to ensure operational efficiency and effectiveness.
·Uses customer serviceskills to optimize the opportunity of each customer contact.
·Identifies andhandles customer phone call/email/chat inquiries or concerns completely andaccurately.
·Resolves customercomplaints and problems to the satisfaction of the customer.
·Educates the customerabout the products and services
·Completes andmaintains accurate customer data including documentation of discussions,issues, customer requests and other relevant information as required.
·Schedules, assigns oracts on any required customer follow-up in accordance with CSSC Guidelines.
·Maximizesopportunities to upsell or cross-sell company products and services.
·Suggests CSSC processimprovements and participate in CSSC initiatives for increased effectiveness.
·Uses technology toolsas directed and within established guidelines.
·Maintainsconfidentiality of all company and customer data/information.
·Participates inindividual/team training and meetings to ensure knowledge is up-to-date.
·Performs allfinancial and administrative activities effectively and in accordance withpolicy including credit card handling, PCI compliance and reporting.
·Partners withmanagement if necessary to ensure first contact resolution. Alert management of issues or concerns thatrequire escalation for complete resolution or which may indicate a larger,underlying problem.
·Other miscellaneousduties assigned.
Living the Chico’s FAS Values andGuiding Principles by demonstrating Customer Focus, Instilling Trust, DrivingEngagement and Delivering Results with High Performance.
Making good and timely decisions thatkeep the organization moving forward.
Taking on new opportunities and toughchallenges with a sense of urgency, high energy, and enthusiasm.
Relating openly and comfortably withdiverse groups of people.
Adapting approach and demeanor in realtime to match the shifting demands of different situations
·High school diplomaor equivalent
·3+ years of customerservice experience (retail and contact center a plus)
·Excellent verbal andwritten communication
·Strong computerproficiency in Microsoft Office products
·Outstandinginterpersonal and relationship building skills
·Excellent follow upand customer service skills required
·Ability to quicklyand accurately multi task in a fast paced environment
·Ability to organizeand communicate information clearly
·Ability to workindependently, adhere to work schedule and manage regular duties with minimalsupervision
·Ability to work flexschedule to meet business needs, including night and weekends
How do we do it? It's all about you. Honestly. Every time we pick up a pencil to sketch a new design, we think about you: where you're going, what you're doing, what will flatter your body and make you feel fabulous.Even as Chico's has grown, our values—beautiful apparel, exceptional service and deep appreciation for our customers—still remain at the heart of who we are today.