Guest Services Advocate, Customer Service

About the position

Responsibilities

• Provide support to key departments (e.g. Supply Chain, Loss Prevention, Ecommerce, Marketplace, Loyalty, Store Ops, Social Media, Corporate Office (Executives) and so forth) to resolve guests concerns and issues by assisting with resolution, resources and escalation as well as recommending changes to processes when necessary
• Provide support and ensure compliance to our policies and SOPs (Standard Operating Procedures) with the field teams, corporate and third-party partners, including the intake of complex issues such as harassment and discrimination and address the issue with the guest and/or escalate to the proper functional area as well as HR/LP/Legal when necessary
• Lead the continuous process improvement process working with the Guest Services Training & Quality team, third party contact center, and internal customers to assess trends to identify opportunities and issues and provide solution recommendations and changes to processes when applicable
• Assist customers by providing excellent customer services on highly escalated issues by being an active listener who can show empathy and patience in a non-scripted environment
• Support Business Development initiatives and contributes by serving as the Guest Services Subject Matter Expert (SME) as well as support the execution and implementation of new projects
• Marketplace liaison supporting guest escalations between Guest Services and Marketplace Operations and communicating directly with sellers for resolution and post-action activity
• Partner with third party contact center and internal business partners to support and ensure targets on overall Service Level Agreements, quality and customer satisfaction are met
• Ensure proper documentation for all communications with third-party contact center, including proper information is disseminated to all partners related to our extensive knowledge base, FAQs, updates to promotions and products to ensure the most up to date information is provided to our specialists and guests, to deliver quality customer service.
• Support accountability and development of specialist and leadership performance by providing feedback to the 3rd party contact center when procedures are not followed correctly and/or to enhance the guest experience
• Attend cross-functional department meetings to proactively identify guest-impacting issues and ensure that company decisions are made with a full understanding of how the guest will be affected
• Responsible for monitoring, identifying, assigning level of urgency, escalating guest-impacting issues and driving issue resolution in key focus areas, including Ecommerce, Loyalty, Stores, Marketplace, Social Media, and so forth
• Ensure strong team performance through effective communication and collaboration.
• Maintain deep knowledge of company systems, policies, and processes.
• Own and update the social media knowledge base, response library, and SOPs.
• Participate in weekly reviews and calibrations to stay aligned with performance and trends.

Requirements

• Associate's degree preferred
• 3 yrs. relevant work experience in customer service
• 1 year retail experience preferred
• Knowledge of Microsoft Word, Excel, and Outlook required
• Outstanding customer service skills
• Strong verbal and written communication skills with the ability to influence at various levels of the organization
• Strong organizational, problem-solving, and time management skills with the ability to prioritize work to meet competing deadlines or service levels
• Proven ability to work effectively in a team environment as well as independently with minimal supervision
• Desire to be part of an entrepreneurial, high-energy, and fun culture
• Weekend and evening availability required
• Strong leadership, analytical, problem-solving and decision-making skills
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Professional, fast-paced, collaborative team atmosphere

Benefits

• Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits.
• Part-time positions are eligible for dental, vision, life, and disability benefits.

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