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    Customer Experience Escalation Specialist - Charlotte, United States - Belk, Inc. & Belk eCommerce LLC

    Belk, Inc. & Belk eCommerce LLC
    Belk, Inc. & Belk eCommerce LLC Charlotte, United States

    3 weeks ago

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    OTHER
    Description

    The primary role of this position is: to review and resolve escalated customer service issues, from the Call Center, from Email, direct phone calls and from the eCommerce Fulfillment Center.

    Works daily with customers, the Call Center, Stores, Credit, and other business areas of Belk to better serve customers, resolve issues, reduce customer appeasements and drive sales. Supports the total eCommerce team with the identification of customer issues and resolutions and providing recommendations to improve the customer experience. .

    • Works daily to review and accurately resolve escalated Belk customer issues, either or Store Experience to improve customer experience, influence Customer Satisfaction scores, reduce customer appeasements and drive increased sales.
    • Works daily with the Belk Call Center agents and the leadership team and the Store Fulfillment team to better serve customers, resolve issues, reduce customer appeasements, and drive sales.
    • Document all customer inquiries and their resolutions in the case management technology application according to the Customer Experience standard practice.
    • Meet and strive to exceed Key Performance Indicators (KPIs) including but not limited to overall customer satisfaction, case load turn-around SLAs, and customer resolution.
    • Daily review, resolution, and response of customer emails
    • Daily review and resolution of return or non-deliverable customer order exceptions to the fulfillment center or Returns vendor
    • Daily administration of all Belk appeasement Gift Cards
    • Responsible for any necessary follow-up activities with cross functional areas for customer issue resolution (e.g., Store Experience, Advertising, Merchandising, Fulfillment, Belk Rewards Card or Belk Gift Card).
    • Participation in weekly calibration/agent review calls at the Call Center, providing constructive feedback where needed.
    • Detects and resolves potential order trends regarding order fulfillment service levels that may impact customer experience.
    • Work directly with the Customer Experience team to identify unusual customer events or frequent customer issues and identify process, procedure and training improvement opportunities.
    • Partners with Digital Merchants regarding products and promotions, to review all marketing materials to be provided to the Call Center
    • Participate in special projects as needed.
    • Perform other duties as assigned
    Minimum Education & Experience:

    •Bachelor's degree or equivalent combination of industry related professional experience & education

    •Candidate should have customer service experience, preferably in a retail environment

    Preferred Education & Experience:

    •Candidate should have customer service experience, preferably in a retail environment

    Knowledge / Skills Requirements:
    • A proven track record of providing exceptional customer service and teamwork.
    • Strong analytical and problem-solving skills
    • Strong computer skills and comfort in navigating multiple applications
    • Strong phone/communication/listening skills.
    • Ability to remain flexible with staff scheduling changes.
    • Ability to maintain effectiveness and commitment when challenged by difficult situations.
    • Ability to understand and appreciate the concerns, interests, and feelings of others.
    • Ability to work with a diverse audience
    • Comfortable communicating with all levels in the organization and external partners
    • Excellent problem analysis and solving skills, demonstrating good judgment
    • Detailed and customer experience 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
    Reporting Relationships:

    Sr. Manager, Customer Care

    Accessibility Guidelines:
    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 website is not accessible to you due to a disability, please contact us via email at 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 and we will be happy to assist you with the application process

    We are an Equal Opportunity Employer:
    We treat all our associates and candidates as equals. We require all associates and managers to do so too and comply with employment laws and regulations. All personnel actions are conducted in the spirit of equal employment. We are committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

    #LI-CM1

    #IND3
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