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SalaryJob Description
The Customer CARE Ops Support Specialist 2 is responsible for providing world class customer service and maintaining professional relationships with external and internal Customers. They are subject matter experts in Nordstrom CARE processes, procedures, policies, and systems. The role will be assigned ad-hoc projects that will test new ideas and provide feedback to advance the current business training, processes, procedures, policies, and systems.
The Ops Support Specialists will assist as a communication link and liaison between Nordstrom Customers, Customer CARE Specialists, Customer CARE Leads, Quality Assurance Specialists, the Customer CARE Leadership Team and other business partners by identifying friction points continuously looking for ways to improve customer service, reliability, training, and development. They will be available for inbound and outbound contacts/escalations with our Customers via multiple channels, including and not limited to: phone, chat, email, SMS, and social media.
The ideal Customer CARE Ops Support Specialist 2 is caring and compassionate, enthusiastic, agile, solutions-oriented and committed to providing outstanding Nordstrom service to all our Customers. The ability to exhibit behaviors that lead to successful achievement of goals are key in this role. This role is a remote assignment.
Shifts:
Shift times will vary upon business need. Schedule flexibility, including nights, weekends, and holidays, is required.
A day in the life…
Act as a Brand Ambassador for the Nordstrom company, providing world-class service to all internal and external Customers
Support Customers via multiple inbound and outbound channels
Resolve escalated Customer inquiries quickly and accurately, offering effective solutions
Continuously look for areas of improvement and communicate feedback and suggestions
Utilize problem solving skills to effectively offer solutions, support and mentorship to Customer CARE Specialists
Use multiple systems to research and document order issues
Test and provide feedback for new training, processes, procedures and systems
Perform duties of Customer CARESpecialist 2 as the business may need
Other duties as assigned
You own this if you have…
1 year customer service experience required, preferably in a high-volume contact center environment
2 years customer service experience preferred
Excellent communication, problem solving and follow up skills
May be remote work as business needs dictate
The ability to work in a fast-paced environment and demonstrate a high sense of urgency.
Proficient with Windows based applications and ability to perform basic troubleshooting.
Ability to work a set schedule, including nights, weekends, and holidays, with required overtime as business needs; flexibility required during peak times
Nordstrom is able to offer remote employment of this position in all US states except AR, CA, MS, MT, NE, NH, ND, SD, VT, WV, and WY
We’ve got you covered…
Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:
- Medical/Vision, Dental, Retirement and Paid Time Away
- Life Insurance and Disability
- Merchandise Discount and EAP Resources
A few more important points...
The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.
Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.
© 2022 Nordstrom, Inc
Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.
Pay Range Details
The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.
Colorado: $18.75 - $31.00 Hourly, Connecticut: $18.75 - $37.50 Hourly, Hawaii: $18.75 - $31.00 Hourly, Nevada: $18.75 - $31.00 Hourly, New York: $18.75 - $39.00 Hourly, Rhode Island: $18.75 - $31.00 Hourly, Washington: $20.30 - $37.50 Hourly This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: https://careers.nordstrom.com/pdfs/Ben_Overview_07-14_Full_Time_ES-US.pdf
