Address
Form of workJob Functions
- Works daily with the Belk's BPO (business processing outsourcer) agents and the management team.
- Partners with the Store Fulfillment team to better serve customers, resolve issues, reduce customer appeasements and drive sales
- Responsible for resolving and tracking BBB and Attorney General Complaints
- Participates in the weekly conference calls with Belk's BPO providers
- Provides constructive feedback to the agents and leadership at Belk's BPO providers
- Detects potential trends regarding service levels that impact Customer Experience
- Partners with Digital Merchants regarding products and promotions, to review all marketing materials to be provided to Belk BPO provider(s)
- Partner with CX Training and Quality Lead by providing feedback on training and quality gaps in effort to improve performance
- Complete all requirements of Customer Care Escalation Specialist role in addition to elevated tasks
Minimum Education & Experience:
- Bachelor's degree or equivalent combination of industry related professional experience & education
- 3-5 years of experience
Preferred Education & Experience:
- Bachelor's degree or equivalent combination of industry related professional experience & education
- 4-5 years Retail Experience Preferred
- Web Operations Experience Preferred, but not required
Knowledge / Skills Requirements:
- A proven track record of providing exceptional customer service and teamwork
- Strong computer skills and comfort in navigating multiple systems; proficient in Microsoft Office, Access Database, internet applications
- Strong phone/communication/listening skills
- Comfortable communicating with all levels in the organization and external partners
- Excellent problem analysis and solving skills, demonstrating good judgment
- Detailed and customer service oriented
- Strong organizational and time management skills
- Ability to perform multiple tasks simultaneously in stressful customer-sensitive situations
- Extremely discreet and trust-worthy with private customer information
Physical Requirements:
- Ability to work in a very confidential secured environment
- Ability to work weekends during peak sale seasons
Reporting Relationships:
Supervisor
Sr. Manager, Customer Experience
Accessibility Guidelines:
Belkcareers.com is committed to making the on-line application experience easy and accessible to individuals with disabilities. We are constantly making improvements to comply with the spirit of the "Americans with Disabilities Act," and the Web Content Accessibility Guidelines. If any of the information on the belkcareers.com website is not accessible to you due to a disability, please contact us via email at HRSharedServices@Belk.com. Please provide the location of the inaccessible information and the format you wish to have the information presented and we will be happy to send it to you, either via your email address or a separate mailing address you provide. If you prefer, you may contact one of our friendly Shared Services representatives at 1-800-588-3700 and we will be happy to assist you with the application process.
We are an Equal Opportunity Employer:
Belk is an equal-opportunity employer committed to providing a workplace free from harassment or discrimination. All employment decisions are to be made without regard to race, color, age, sex, gender identity, sexual orientation, hair style, hair texture, religion, marital status, pregnancy, national origin/ancestry, citizenship, physical/mental disability, genetic information, military/veteran status, or any other basis prohibited by law.
#LI-CM1
#IND3
Employment Type: ["OTHER","FULL_TIME"]
