Customer Resolution Specialist - Remote

About us

Talbots is a leading omni-channel specialty retailer of women's clothing, shoes and accessories. Established in 1947, we are known for modern classic style that's both timeless and timely, fine quality craftsmanship and gracious service. At Talbots relationships are the key to our business, we hire individuals who bring new ideas to the table, understand smart risk taking and can enhance an already thriving culture. With a commitment to offer modern classic style for every body type, through a full range of sizes, inclusive to every woman in your life.

About the role
 

A Customer Resolution Specialist is responsible for providing exceptional personal service to both customers and internal associates. This role handles incoming contacts, utilizes company resources, and consistently adheres to brand policies and procedures. They support learning and development and maintain company standards while providing accurate and timely responses. This role also requires proficiency in using technologies and following established processes to ensure operational efficiency and effectiveness in resolving sensitive customer contacts.

The impact you can have

• Problem-Solving Expertise: Identify & Implement strategies and tactics that enhance our ability to resolve complex customer concerns on the first point of contact with a focus on quality and efficiency, and coordinate with internal teams, as necessary. 

• Relationship Building: Establish and maintain effective cross-functional relationships that align with the company's Guiding Principles and Values. 

• Drive Performance: Foster a performance-driven culture that demonstrates excellence while enhancing team engagement, service quality, knowledge, skills, and morale. 

• Exceeding Expectations: Uphold the highest standards of professionalism, composure, empathy, and courtesy in all interactions. 
• Autonomous Task Management: Prioritizing and executing tasks with a high degree of efficiency. 

• Feedback and Improvement: Document and provide regular feedback to leadership to enhance team processes, products, and services. 
• PCI Compliance & Security Standards: This role requires a solid understanding of PCI compliance, as the Associate handles more complex transactions and may review, validate, or adjust customer payment information. The Associate follows established security protocols while applying judgment within defined guidelines to resolve customer issues. They maintain awareness of data privacy requirements, ensure accurate handling of sensitive information, and are subject to regular quality monitoring and compliance reviews. 

You’ll bring to the role

• Education: High school diploma or equivalent, with a combination of applicable education and work experience.  
• Experience: 3+ years of customer service/management experience in a call center environment.   

• Communication Skills: Exceptional verbal and written communication skills, strong interpersonal skills, and outstanding active listening skills, with the ability to convey empathy and professionalism. 

• Leadership Skills: Ability to build strong cross-functional/cross-brand relationships, while motivating internal associates to achieve high performance and drive results.  
• Technical Proficiency: Exceptional computer proficiency in Microsoft Office products, familiarity with order management systems, and contact center platforms. 

• Problem-solving: Strong critical-thinking skills and a solution-oriented mindset. 

• Adaptability: Thrive in a fast-paced, dynamic environment with the ability to handle multiple tasks efficiently. 

Key Competencies:

• Problem Solving
• Verbal and Written Communication
• Empowering
• Multi-tasking
• Active Listening
• Adaptability
• System Navigation
• Collaboration

Benefits at KnitWell Group

• Merchandise discount at our brands: 50% off regular-priced merchandise at Ann Taylor, LOFT, & Lane Bryant (in store and online) 
• Support for your individual development plus career mobility within our family of brands   
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities*  
• Medical, dental, vision insurance & 401(K) retirement* 
• Employee Assistance Program (EAP)
• Time off – paid time off & holidays*

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role. 
 

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Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.