9 часов назад
Customer Experience Lead (Retail)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Experience Lead (Retail): Handling complex customer inquiries, executive escalations, formal complaints, and win-back initiatives for Columbia.com and the Customer Care Center with an accent on customer retention, issue resolution, and experience improvement. Focus on troubleshooting escalated interactions, identifying agent knowledge gaps, mentoring colleagues, and recommending training and process improvements.
Location: Portland, Oregon, United States of America
Company
operates an eCommerce business serving Columbia.com sites in the US and Canada alongside a Customer Care Center.
What you will do
- Provide timely, accurate support for complex consumer and agent questions across multiple channels and brands.
- Handle executive escalations, formal complaints, and other high-priority customer interactions.
- Run strategic win-back initiatives to support customer retention and improve the customer journey.
- Identify knowledge and training gaps, partnering with Leadership, Quality, and Training teams on solutions.
- Recommend improvements to customer and employee experience practices.
- Mentor colleagues, build a career development plan, and contribute to department and company initiatives.
Requirements
- High school education or equivalent.
- 7+ years of related experience, including extensive retail and customer care experience.
- Strong verbal and written communication skills.
- Solutions-oriented critical thinking, troubleshooting, prioritization, and decision-making abilities.
- Proficiency with Microsoft Office applications, including Excel, Word, PowerPoint, SharePoint, and Outlook.
- Experience with NICE inContact or similar products and the ability to work in a fast-paced, metric-driven environment.
Culture & Benefits
- Regular full-time employees receive medical, dental, vision, life insurance, disability, flexible spending, and health savings account benefits.
- 401(k) plan with a company match.
- Employee assistance, wellness benefits, employee discounts, and a generous time-off program.
- Equal opportunity employer committed to providing reasonable accommodations during the employment process.
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