Contact Center Operations Specialist-Hybrid-Johnston & Murphy

Job Summary

As the Contact Center Operations Specialist, you will be responsible for providing administrative support to the Johnston & Murphy Contact Center to ensure effective and efficient operations. The ideal candidate will work with the team to assist with front and back-end customer processing needs. You must all possess keen organization, time management and communication skills. This person is a problem solver with the ability to think creatively to resolve issues and is both empathetic and understanding of doing what is right for the customer and your peers. To be successful in this role, you must have the ability to effectively multi-task and manage your work as well as learn new software and applications.

Job Responsibilities

• Assists customers through phone, email, or chat approx. 25% of weekly schedule
• Administer back-end order processing functions to ensure expedited fulfillment and customer satisfaction. This includes, but is not limited to handling payment declines, fraudulent order alerts, outstanding store orders, canceling short orders and backorder reporting.
• Process merchandise returns from all channels - online, retail and wholesale locations. This involves keying return paperwork sent from return goods into the Order Management System, communicating with customers if needed regarding their refund or exchange, and processing gift card, check and credit card refunds.
• Activate and mail physical gift card purchases and processing mail/fax orders.
• Provide administrative support to include processing mail, sending replacement parts, chargebacks, FedEx claims and other duties as assigned.
• Effectively manage and publish product reviews via the company website.
• Provide timely, effective, and informative responses to J&M Customer Experience Specialists on internal ticketing system regarding back-end customer needs.

• Meet individual and team customer focused goals
• Provide timely feedback regarding system needs, process improvements, website issues or customer concerns.
• Act as an ambassador for the brand, and adhere to an appropriate and effective set of core values
• Make good decisions based on analysis and knowledge; works with a sense of urgency and moves issues to closure

• Participate in available development opportunities and independently seek development.
• Maintain a comprehensive working knowledge of JM policies, procedures, products.

Job Requirements

• 2-4 years of customer service/call center experience; 1-2 years of retail experience preferred
• High school diploma or equivalent, Bachelor's preferred.
• Working knowledge of Microsoft Office applications; especially Word, Excel and Powerpoint
• Ability to quickly learn new software and applications
• Excellent verbal and written communication skills
• Follow procedures in place with minimal error
• Ability to manage work and effectively multi-task
• Use effective interpersonal skills and customer focused attitude to contribute to the success of the team
• Must be able to work a scheduled shift between the hours of 7:00am and 7:00pm Monday - Friday and an occasional Saturday shift from 9:00am to 2:00pm.