Position Detail
Advanced Customer Care Associate
Location: RemoteWe inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.
We’re here for it. We think you should be too.
A day in the life of an Advanced Care Associate...
- Demonstrate a high quality of customer service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers
- Build lifetime relationships with customers through ownership of complex follow-up and resolution
- Maintain passion for the brand and expertise in products and services
- Suggest alternative product solutions and/or upsell based on customers’ needs
- Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation
- Respond to domestic and international customer questions, requests and concerns via all channels while achieving team and department goals
- Work in speciality groups when assigned
- Manage escalated customer concerns by providing advanced solutions and/or compensation to customers based on department guidelines.
- Ownership of customer needs from start to finish by being the customers Hero
- Work closely with all business partners to facilitate solutions and provide timely feedback
- Develop and maintain effective, collaborative relationships with internal and external customer
- Offer support to others in all settings, be a team player
- Provide on demand coaching to Customer Care associates to support first contact resolution
- Adhere to all Customer Care Guidelines
- Perform other duties, as assigned
What you'll bring to the table...
- Strong problem solving skills including customer de-escalation and a can-do attitude
- Excellent reading and written language skills (English): good math skills
- Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
- Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
- Excellent data entry, typing and computer skills
- Ability to be self-sufficient, manage time in a scheduled work environment, supporting the team and the customer
- Thorough working knowledge of email, internet browsers, and Google platform
- Possess a selling focus including offering Crate and Barrel Credit Card (CBCC), alternative items, upsell and provide a supportive shopping experience
We'd love to hear from you if you have...
- High School Diploma or GED is preferred, not required
- 1+ years of customer service experience in retail, hospitality or contact center
- Advanced knowledge in phone, email and/or chat required
Starting Rate: $16.25 - $20.63
Pay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.
Our commitment to our associates is of the utmost importance. One of the reasons the company attracts such a diverse group of associates is that we offer a full menu of benefits that are relevant to their lives, both on and off the job. We are proud to offer a comprehensive compensation and benefits package to support eligible part time and full time associates and their families, including:
- Medical/Dental/Vision
- Life insurance and Disability
- Retirement and 401(k) match
- Paid time off, wellness time and volunteer time
- Merchandise discount and EAP resources
- Tuition Reimbursement
Many of these benefits begin on day one, and extend to eligible dependents. To learn more about available benefits please click https://jobs.crateandbarrel.com/benefits
Euromarket Designs, Inc., which does business as Crate & Barrel, Crate & Kids, CB2 and Hudson Grace, will be referred to as “the Company”.
The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities.
If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position,
please contact the location you are applying to
here
and ask to speak with a manager regarding the nature of your request.
The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.
State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
Job Applicant Privacy: For details about how the Company collects and uses your personal information, please see our Job Applicant Privacy & Communications Notice.
Questions? Please reach out to careers@crateandbarrel.com
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