Customer Service Representative - Junior

Customer Service Rep
- Customer Service
- Junior

Location:

Framingham, MA

Onsite Flexibility:
Remote

• Position Type:
  Contract
• Contract Duration: 3 months
• Pay Rate: $22.00 / Hour (USD)
• Shift /
  
  Schedule:
  
  Monday–Friday, 10:00 AM–6:00 PM EST
• Channel:
  Phones Only
• Work Authorization:
  Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Answer toll free customer service calls, and correspondences, including letters, internet e-mails, chat, and/or social media comments. Field customer questions, resolve standard customer complaints, document information in the customer tracking system and ensure effective communication at all levels. Monitor Facebook, Twitter, Instagram, Tik Tok and respond to customer comments/questions.

• Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, chat, social media referrals.
• Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
• Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
• Document customers and store information in customer tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
• Promote a positive Company image in support of Customer Service objectives and mission statement.
• Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
• Multitask in a fast-paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through.
• Special projects/duties as assigned.

• Proven Conflict Management Skills
• Strong Analytical and Problem Solving Skills
• Good Listening Skills
• Organizational Skills
• Prioritizing skills and effective time management
• Flexibility
• Ability to multi-task
• Excellent Verbal and Written Communication Skills
• PC knowledge including email knowledge;
  Word and Excel preferred
• Typing Skills
• Ability to Separate Emotion and respond objectively
• Works well in a team environment
• A min requirement for WIFI speed — high speed connection
• Need quiet workspace, free of background noise, and good for video meetings/chats

• Social Media Moderation Experience

• 1–3 years of retail customer service or call center experience
• Recent college graduate will work for this role; not degree focused

• Customer service experience
• Phone-based customer service experience
• Retail experience

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

• This is a contract role with potential to extend or convert; convertible talent only. If converted, the role offers an hourly pay rate of $22/hour.
  
  Note:
  
  This is not a temp-to-perm role.
• Interview process: 45-minute interview — first 30 minutes with two team members, followed by 15 minutes with two team members.

This Fortune 100 off-price retail company is the world's leading off-price apparel and home fashions organization, operating more than 5,200 stores across ten countries under iconic retail brands. With a business model built on delivering quality, brand-name, and designer merchandise at prices typically 20 to 60 percent below full-price retail, this company has created one of the most distinctive and enduring value propositions in global retail — serving customers across the United States, Canada, Europe, and Australia.

The company's product assortment spans apparel, footwear, accessories, home décor, furniture, giftware, jewelry, and more, and its scale creates meaningful career pathways for motivated professionals in customer service, merchandising, operations, supply chain, corporate finance, marketing, and technology.

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.