What are the responsibilities and job description for the Associate Care Specialist position at Crate & Barrel?
Overview
We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.
We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as an Associate Care Specialist.
The Associate Care Specialist will deliver exceptional customer service while providing support and guidance to associates and leaders with HR issues and questions. They will work closely with key partners across the HR team to optimize efficiency, ensure consistency and enhance the associate experience while supporting the Company’s Purpose and Values, and Core Beliefs.
This is an on-site position (Monday through Thursday) based out of our Northbrook, IL office with the flexibility to work remotely on Fridays.
A day in the life as an Associate Care Specialist…
- Apply critical thinking and active listening skills to effectively diagnose associates’ and leaders’ needs and to determine key details to escalate and document in the case management tool
- Provide support, counsel and guidance to leaders and associates regarding associate relations issues, benefits questions, workplace accommodations, and leave of absence situations in partnership with HR functional leaders to mitigate risk
- Interpret and implement policies and practices on a case by case basis, including recommending employment decisions
- Respond to a high volume of inbound calls/tickets in a fast paced environment, while delivering quality service and creating a positive associate experience
- Communicate policies and processes, and provides information in response to associate and leadership inquiries
- Utilize multiple systems to research, troubleshoot and provide issue resolution or escalate to the appropriate partner
- Process employee data transactions and perform a variety of operational tasks, including in Workday HCM
- Identify trends and areas for potential improvement and focus; suggests solutions and ideas for improvement
- Partner with team and Manager to create standardized work processes for basic HR functions
What you’ll bring to the table…
- Commitment to exceptional customer service and follow through
- Strong time management and organizational skills with the ability to be flexible and exercise a sense of urgency and prioritization
- Independent and critical thinking, with the ability to find opportunities in times of uncertainty and ambiguity
- Experience, ability, and comfort to work effectively with all levels of the organization
- Strong collaboration skills
- Effective communicator with strong verbal and written communication skills
- Demonstrated history of working on multiple projects in a demanding environment
- Proven ability to work both independently as well as in a team
- Ability to quickly build relationships and trust with associates and maintain confidentiality
We’d love to hear from you if you have…
- Bachelor’s degree in Business or HR-related discipline preferred
- 1 year of HR related or HR Internship experience
- Experience working in a customer service related industry or contact center environment preferred
- Experience researching, analyzing and problem solving in a fast paced environment
- HRIS experience; Workday experience a plus
- Case management experience preferred
- Spanish speaking and writing a plus
