Advanced Customer Care Associate

The Advanced Customer Care Associate elevates the customer experience by delivering exceptional service across every channel, phone, chat, email, and beyond. This role serves as a skilled troubleshooter, managing escalated issues with urgency, empathy, and sound judgment to preserve and strengthen long-term customer relationships.

• Demonstrate a high quality of customer service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers
• Build lifetime relationships with customers through ownership of complex follow-up and resolution
• Maintain passion for the brand and expertise in products and services
• Suggest alternative product solutions and/or upsell based on customers' needs
• Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation
• Respond to domestic and international customer questions, requests and concerns via all channels while achieving team and department goals
• Work in speciality groups when assigned
• Manage escalated customer concerns by providing advanced solutions and/or compensation to customers based on department guidelines.
• Ownership of customer needs from start to finish by being the customers Hero
• Work closely with all business partners to facilitate solutions and provide timely feedback
• Develop and maintain effective, collaborative relationships with internal and external customer
• Offer support to others in all settings, be a team player
• Provide on demand coaching to Customer Care associates to support first contact resolution
• Adhere to all Customer Care Guidelines
• Perform other duties, as assigned

• Strong problem solving skills including customer de-escalation and a can-do attitude
• Excellent reading and written language skills (English): good math skills
• Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
• Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
• Excellent data entry, typing and computer skills
• Ability to be self-sufficient, manage time in a scheduled work environment, supporting the team and the customer
• Thorough working knowledge of email, internet browsers, and Google platform
• Possess a selling focus including offering Crate and Barrel Credit Card (CBCC), alternative items, upsell and provide a supportive shopping experience

• High School Diploma or GED is preferred, not required
• 1+ years of customer service experience in retail, hospitality or contact center
• Advanced knowledge in phone, email and/or chat required