Customer Service Representative
Claire's
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $21 - $28 per hour
Job Level
JuniorMid-Level
About the role
- Serve as the main point of contact for complex, high-priority customer issues received via all channels, including inbound/outbound phone calls, written correspondence (email/mail), and social media escalations.
- Manage queue of cases, utilizing empathy, and problem-solving skills to resolve complaints, focusing on retention and brand loyalty.
- Conduct thorough investigations by collaborating with corporate teams (e.g. Loss Prevention, Marketing, Training, Retail Operations) to gather all necessary information and ensure complete resolution.
- Track, categorize, and analyze customer contact data to identify root causes of frequent complaints and emerging issues, bubbling up issues to management to drive systemic change.
- Prepare and present weekly or monthly reports to management outlining key complaint trends, service failures, and the business impact of issues.
- Collaborate with Retail Operations team to translate key customer issues and service gaps into actionable training and policy improvements.
Requirements
- High school diploma or equivalent (required).
- 2+ years of experience in a customer service, client relations, or call center environment, with proven experience handling escalated customer issues.
- Exceptional written and verbal communication skills; ability to convey empathy and professionalism in all customer interactions.
- Strong analytical skills with the ability to identify trends, analyze data, and report findings to management.
- Proficiency with CRM software and case management systems (e.g., Zendesk, Salesforce).
Benefits
- medical, dental, and vision insurance
- voluntary welfare plans
- bonus plan eligibility
- 401(k) match
- vacation time
- sick time* and paid leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer serviceclient relationscase managementdata analysisproblem-solvingtrend identificationreporting
Soft skills
empathycommunicationprofessionalismcollaborationanalytical thinking
Certifications
high school diploma