Remote Customer Service Representative

Stefanini Group is a global provider of outsourcing, IT consulting, systems integration, application, and staffing services. The Remote Customer Service Representative serves as a liaison between consumers and the company, handling inbound contacts, escalated inquiries, service recovery, and retention across phone, chat, and email. The role also documents interactions, collaborates with cross-functional teams, supports other agents, and works to improve customer satisfaction and loyalty.

Responsibilities:

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution
• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer
• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly
• Coordinate with other departments such as Store Operations, Risk Management, and Internal Audit to resolve escalated issues that require subject matter expertise beyond the contact center
• Partner with management team to follow up on escalated cases, ensuring service levels and quality expectations are consistently met
• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques
• Help new agents refine their problem-solving skills by sharing best practices and assisting with difficult contacts as needed
• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams
• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service
• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles
• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction
• Resolve routine customer requests related to orders, products, returns, and other services as needed
• Meet department Key Performance Indicators (KPIs) to maintain high standards in service delivery
• Adhere to PCI standards to ensure secure handling of consumer data across all brands
• Collaborate with licensee vendors to address and resolve wholesale customer issues, accommodating global inquiries
• Engage in activities aimed at enhancing customer satisfaction and improving business outcomes
• Utilize multiple databases to research and resolve customer issues and questions
• Work with retail, e-commerce, and wholesale systems to ensure timely and accurate fulfillment of customer orders and appeasements
• Adhere strictly to Standard Operating Procedures (SOPs) and budgetary guidelines when issuing customer accommodations, including loyalty rewards, gift cards, e-gift cards, promo codes, refunds, and order placements
• Think strategically and, when necessary, creatively to address customer needs that may fall outside of documented SOPs and guidelines
• Exercise sound judgment to make independent decisions on escalations, ensuring solutions align with both SOPs and customer satisfaction
• Empowered to accommodate customers as necessary, such as issuing gift cards, e-gift cards, or promo codes, while adhering to established SOPs and budgetary guidelines
• Defuse escalated issues in a professional and positive manner, consistently aiming to exceed customer expectations
• Document and report all instances of poor service from store interactions to the appropriate retail channel for timely resolution and follow-up
• Make proactive decisions to resolve issues efficiently, reducing repeat contacts and supporting a seamless customer experience
• Demonstrate a strong work ethic with a commitment to closed-loop communication, ensuring thorough follow-up on all internal and external interactions
• Leverage divisional and cross-departmental contacts to obtain accurate and timely information for customers on merchandise and services
• Exhibit patience, diplomacy, and tact to build positive relationships with customers, especially in challenging situations
• Effectively manage workload and prioritize tasks to complete all assignments efficiently and thoroughly
• Apply creative problem-solving to address unique customer issues, exploring alternative solutions to achieve high levels of customer satisfaction
• Work 100% remotely with the ability to occasionally transition to an office setting if needed for business continuity
• Ensure consistent service quality and seamless handling of escalations and customer inquiries
• Adapt to a dynamic environment and embrace new tools and methods to improve remote collaboration and service delivery
• Engage in computer-based tasks while on calls, including order lookups, entry, inventory checks, tracking calls, and handling consumer and inter-office emails
• Maintain flexibility to work up to eight-hour shifts between 9 am and 9 pm, five days a week, including weekends and holidays, to support customer needs across time zones

Requirements:

• Education: High School degree or equivalent experience in Customer Service Industry
• Exceptional verbal and written communication skills, with the ability to convey information clearly and professionally across all channels
• Strong customer service and interpersonal skills, including the ability to build positive rapport and handle escalated situations with patience and tact
• Professionalism and empathy in all interactions, maintaining a positive and upbeat attitude with customers regardless of outside factors
• Proven ability to work closely with cross-functional partners, ensuring consistent service quality
• Excellent decision-making and problem-solving skills, balancing customer needs with company policies to achieve optimal outcomes
• Demonstrated resourcefulness and creativity in finding solutions for unique or complex customer issues, fostering satisfaction and loyalty
• Adaptability and flexibility in a fast-paced, remote work environment, with the ability to pivot effectively to meet changing demands
• Advanced computer skills, including proficiency in Excel, Word, and the ability to quickly learn and navigate multiple databases and customer service systems
• Strong organizational skills to balance workloads and maintain timely, accurate follow-up on all tasks and customer inquiries
• Commitment to consistent, timely attendance to support team reliability and customer needs across time zones
• Work 100% remotely with the ability to occasionally transition to an office setting if needed for business continuity
• Hours range from 32 - 40 per week
• Work up to eight-hour shifts between 9 am and 9 pm, five days a week, including weekends and holidays, to support customer needs across time zones
• Experience: 1 to 3 years customer service experience; retail customer service experience a plus