What are the responsibilities and job description for the Free People Customer Service Operations Coordinator position at Free People?
Role Summary
Free People is looking for a Customer Operations Coordinator to enhance the customer’s overall shopping experience by providing exceptional customer service directly to the customer and supporting programs & internal teams, including the Contact Center and Distribution Centers. Daily activities will include responding to managing & responding to customer escalations, fielding general customer inquiries, supporting store team as it relates to customer orders, reporting on and managing IT issues impacting the customer experience across channels. The CS Operations Coordinator will work closely with the Web Team, Transportation Department and Contact Center.
Role Responsibilities
Customer Service
- Provide exceptional customer service and partner with the Contact Center & Distribution Centers to ensure that the Brand vision and initiatives are shared appropriately through phone calls, emails and customer packages.
- Assist and provide feedback on Brand and shared service projects to ensure that the customer experience and Contact Center are embedded in the process.
- Evaluate customer contact methods and effectiveness with focus on improvement.
- Manage all customer escalations directly or indirectly through the Contact Center. Be the decision maker to resolve all customer issues to ensure the customer is satisfied.
- Perform ad-hoc reporting and special projects as needed.
Contact Center
- Brand liaison to the Contact Center for updates on promotional calendar; product exceptions; process changes; etc. Partner with Training Team to ensure Brand specific information is kept up to date on internal website
- Support for daily email questions from the Contact Center service team. Must work with Web Development and Activations, Product Information and additional cross functional teams to ensure a prompt response and resolution to the Contact Center for customer follow-up.
- Funnel store complaints via email and voicemail to the appropriate group
- Complete onsite training periodically regarding website changes, packaging changes, product information and our customer
Operational Support
- Own preliminary investigation & testing for customer reported web issues. Open tickets and manage follow-up for timely fixes, along with communication to necessary teams about issues.
- Partner with the catalog team to provide proofing support, ensuring catalog information is correct and will not drive additional customer contacts.
- Partner with buying and copy teams to ensure customer feedback/questions are being corrected online in a timely manner.
- Provide cross functional support for one-off projects and initiatives
Role Qualifications
- College Graduate
- 1-2 years work experience, preferably operational or customer based. Experience within a Free People, Anthropologie, or Urban Outfitters store is a positive
- Excellent verbal and written communication skills
- Strong organizational and follow through skills
- Ability to manage the emotions involved in customer escalations
- Capacity to manage and prioritize tasks in a fast-paced environment
- Flexible and adaptable to changing priorities
- Demonstrate logical analysis and problem-solving skills
- Experience with Salesforce and Sterling a positive
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The Perks
URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits
EEO Statement
URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.
