POSITION: Retail Support Agent - Seasonal

LOCATION: All-Sites

DEPARTMENT: Retail Service

SALARY GRADE: 3 (Formerly pay grade 6)  - Compensation starts at $16/hr and may increase based on merit, tenure and location. 

REPORTS TO: Retail Service Supervisor

Job Description: Why you and why us?

Act as a liaison between the retail division and the customer. Supporting all high-profile escalations to resolution. Partnering with retail leadership to best assist the customer in resolution. Accepts ownership from initial contact through full resolution. Responsible for all customer follow-ups and meeting department service levels. Process and support all functions related to resolving complex customer service issues. Partnering with internal contacts to get time-sensitive issues resolved with efficiency.

Job Duties: Your day to day

• Solve the problem efficiently: Quick with quality

• Make it personal: Take ownership

• Inspire customer loyalty: Give them a reason to come back

• Listen Carefully: Be attentive

• Empathize and show effort: Because we care

Develop a People First culture that allows associates to grow and succeed.

Essential Functions: The nuts and bolts

• Answer and follow up on incoming calls or emails from external and internal customers related to sales orders, volume gift cards, accounting, retail escalations, and customer service
• Maintain department service levels with all necessary customer/retail store follow-ups
• Act as the designated point of contact for retail and executive leadership to resolve high-profile customer service issues
• Increased level of communication skills to manage both store teams and highly upset customers
• Supports and partners with internal/external contacts to efficiently resolve complex service issues
• Supports all retail inquiries with a high level of urgency and commitment to resolve to increase store selling time
• Proactively track, follow up, and keep key stakeholders informed
• Document and enter data into retail databases
• Effectively track and report on key trends in the field and care center leadership
• Other duties as assigned

Qualifications: What you need to apply

• High School Diploma, GED, Associate or Bachelor’s degree preferred
• Must have a minimum of 3 months experience within WSI Care Center
• Must be Furniture trained with good working knowledge of OMS and CCUI system
• 2-4 years’ prior customer service or related experience
• Advanced decision-making, strong problem-solving skills, and the ability to anticipate potential issues before they occur
• Possess strong interpersonal skills and superior oral communication skills
• Attention to detail, ability to prioritize responsibilities, and work well independently
• Project planning, organizing, and facilitation experience preferred
• Computer literate with the ability to type 35 wpm
• 2+ years Microsoft Excel, Word, Outlook
• Retail background preferred

Important Facts:

• This is a Seasonal, Full-Time non-exempt level position requiring a 40-hour schedule.
• Hours and schedule - 7:30 am - 4:00 pm / 12:30 pm - 9:00 pm PST - various days 

TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions, and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.

Have questions? Feel free to reach out to the Recruiting team - CCRecruiting@wsgc.com
 

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS