Customer Care Escalation Specialist - #1410094

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 Belk.com 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.

Essential Functions:

• Works daily to review and resolve escalated Belk customer issues, either Belk.com or Store Experience to improve customer experience, influence Customer Satisfaction scores, reduce customer appeasements and drive increased sales
• 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
  
  
  

Education / Experience Requirements:

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:

• 4 Year Degree preferred
• 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 computer skills and comfort in navigating multiple 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 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:

Supervisor :

Manager, Customer Care

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 [email protected]. 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:

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.

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