Job Description

Description

Accountable for acting as liaison between customers, IT, vendors, corporate office associates, distribution centers, stores, and field team members. Responsibilities include, but are not limited to: responding to and documenting customer concerns, compliments, troubleshooting escalated and organic customer issues, escalating technical issues, biglots.com customer account management, product related inquires, refunds, shipping issues, and Reward Program questions.

1. Investigates, resolves and responds to customer phone calls, e-mails, letters and any other customer related inquiries. Provides customer follow up as applicable to ensure resolution and satisfaction.

2. Responsible for ensuring customer satisfaction and retaining business by consistently exceeding customer expectations. Informs and educates customers about Rewards and other promotional terms and conditions.

3. Follows departmental and procedural guidelines and quality assurance standards to address problems and concerns;suggest solutions, and drive positive outcomes resulting in an excellent customer experience.

4. Maintains a detailed log of all incoming contacts, including a description of the reason for contact, action taken to resolve the issue, and the follow-up to be conducted, as applicable.

5. Answers and resolves customer concerns by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems to the appropriate parties for review.

6. Troubleshoots customer issues with and update/manage biglots.com profile data for Ecommerce customer accounts.

7. Collaborates with various departments for the most effective and accurate responses to ensure continuity across all channels and works closely with other departments to troubleshoot and resolve customer issues both technical and

experience related.

8. Handles product recall inquiries, accident inquiries, warranty inquiries and account inquiries with accuracy and confidentiality and ensuring information is escalated to the appropriate department.

9. Communicates issues, opportunities and insights to departmental leadership as necessary.

10. Effectively manages incoming contacts while keeping accurate and detailed records.

11.Engages with co-workers to identify areas of improvement within department.

12.Makes suggestions based on customer feedback to help drive high customer engagement and a great overall experience.

13. Resolves product and/or service problems by correctly identifying the true concern, assisting in determining the root cause, selecting and explaining the best solution for the problem, and expediting the resolution to exceed customer expectations.

14.Assists in training new agents, shadow associates, and review company and department standards with co-workers as needed.

15. Responsible for addressing BBB concerns, reports and notifications.

16. Assists candidates applying for open positions within the company regarding the application process and inquiries related to BCI/BCG.

Qualifications

1. High School Diploma or General Education Diploma (GED) required.

2. Two to four years of relevant experience in a fast-paced customer retail based service/contact center environment required. Ecommerce experience is preferred.

3. Must have excellent communication/interpersonal skills both verbal and written (writing sample may be required).

4. High attention to detail and process oriented with the ability to think critically to solve problems on the fly within company guidelines required.

5. High level of professionalism and empathy while interacting with customers, both internal and external.

6. General comfort to operate a computer and related software applications and technical ability to navigate through multiple computer systems and other applications and multi-task within them required.

7. Experience with Oracle Service Cloud, Oracle Commerce Service Center highly preferred. Proficiency in Microsoft Office suite of tools required.

8. High level understanding of measuring and adhering to contact center metrics, specifically regarding service levels, reporting, adherence, productivity and performance/productivity requirements.

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We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.