Advanced Customer Care Associate

The Advanced Customer Care Associate elevates the customer experience by delivering exceptional service across every channel, phone, chat, email, and beyond. This role serves as a skilled troubleshooter, managing escalated issues with urgency, empathy, and sound judgment to preserve and strengthen long-term customer relationships. 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 #J-18808-Ljbffr