CORPORATE RESOLUTION ASSSOCIATE (REMOTE, FT)

Corporate Resoultion Associate

Associates in the Corporate Customer Relations department are highly skilled professionals who handle the most complex customer issues at the corporate level and provide world-class service in a multi-skill environment that includes verbal and written communication methods.

Primary Responsibilities

• Provides excellent customer service in a multi-skill environment that includes professional verbal, and written communication
• Handles top tier escalated calls, emails, cases, often sensitive in nature, involving complex customer issues at the corporate level
• Partners with JCPenney’s Legal Team to ensure BBB, AG complaints are responded to in a professional timely manner
• Takes ownership, follows through with resolution, and documents every customer interaction.
• Communicates with customers, store management, and the home office team, to ensure timely resolution to customer concerns/inquiries
• Understands and professionally communicates procedures and policy to customers as the situation dictates
• Partners with supply chain and suppliers to ensure order accuracy for customers
• Interprets and analyzes information in a variety of methods, from calculating and balancing data to reconciling complex, high-level cases
• Performs other related tasks as assigned

Core Competencies & Accomplishments

• Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed
• Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel
• Critical thinking, self-starting and multi-tasking abilities necessary
• Ability to understand and follow instructions
• Must be organized with strong attention to detail.
• Must have good math skills including calculation of fractions, decimals, and percentages
• Requires the ability to work independently, make decisions and edit work of others
• Ability to multi-task without losing speed or accuracy
• Ability to resolve identified discrepancies
• Reading comprehension

Preferred Qualifications

• Two years in the same or related tasks is preferable.
• Preferred to be a Care Advocate Associate role or higher

Competencies:

• Prioritizes Customers - provides excellent service and easy & rewarding experiences
• Takes Accountability - accepts responsibility for one’s work, actions and results to promote trust and inspire confidence
• Thinks Critically - analyzes facts and data to make timely, forward-thinking decisions
• Produces Results - remains flexible to quickly get things done and achieve excellent results
• Drives Improvement - embraces change and transformation to enhance the business and develop
• Works Collaboratively - invests in partnerships across teams to achieve a common goal

Job Type: Full-time

Pay: $17.00 - $20.25 per hour

Expected hours: 35 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift

Work setting:

• Call center
• Remote

Application Question(s):

• Are you authorized to work in the United States and 18 or older?

Experience:

• Customer Service/ Call Center: 1 year (Required)

Work Location: Remote