Contact Center Operations Specialist-Hybrid-Johnston & Murphy

Contact Center Operations Specialist-Hybrid-Johnston & Murphy

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. This person must 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, one must have the ability to effectively multi-task and manage one's work as well as learn new software and applications.

Job Responsibilities

• Assist customers through phone, email, and / or chat approx. 25% of weekly schedule
• Administer back-end order processing functions to ensure expedited fulfillment and customer satisfaction. This may include, but is not limited to handling payment declines, fraudulent order alerts, outstanding store orders, cancelling short orders and other 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.
• Provide administrative support including but limited to mailing refund checks, chargebacks assistance, FedEx claims and other duties as assigned.
• Assist in publishing product reviews via the company website.
• Provide timely, effective, and informative responses to J&M Customer Experience Specialists on an 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

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.