Cole Haan Eteam - Tier 2

Customer Service Representative 2

At Radial, our employees are the forefront of ecommerce, bringing beloved brands to consumers through our fulfillment, customer care and technology solutions. We are fueling the future of retail, which means you are, too. When you work for Radial, you join a global community of changemakers, where the work is critical, and the culture is fun. We depend on our workforce to overcome real-world challenges every day and encourage you to carve your own career path while shaping our future together.

Radial, the leader in omnichannel commerce technologies and operations has an exciting opening for Customer Care Representative 2. Radial’s omnichannel solutions use cutting-edge technology and analytics to optimize the e-commerce end to end processes reducing costs for our customer while enhancing the consumer experience.

Role Summary:

The Customer Service Representative Tier II may be specialized in one client or handle multiple clients. They will handle escalated calls both internally from agents and externally from customers. The Representative Customer Care Tier II will answer agent questions and support quality functions as necessary and available.

Responsibilities:

• Assisting customers in resolving escalated or highly complicated issues.

• Using higher level of empowerment to resolve promotional, credit, returns, and shipping issues that escalate past Tier 1 level.

• Making sound business decisions and resolving escalated customer issues in a professional manner.

• Tracking, reporting and making suggestions regarding current policies and procedures impact on customer experience.

• Providing exceptional service by assisting customers via phone, email, chat, text and social.

• Processing requests in customer service, escalation, and other queues correctly and efficiently.

• Managing projects with minimal supervision.

• Following up on status of issues forwarded to other Radial personnel to ensure that client's/customer's concerns are addressed promptly.

• Assisting with floor support and answering Tier I Representatives questions via the Helpdesk line or one on one.

• Maintaining a high level of brand knowledge on product, policies, procedures, and promotions.

  
  

Qualifications:

• 6 months experience in a call center setting

• Strong interpersonal and communication skills - within the company and with partners

• Collaborative approach and excellent problem-solving ability

• Strong attention to detail and ability to meet deadlines

• Superior written and oral communication skills, coupled with technical acumen

• High School or equivalent.

• Strong Microsoft Office skills including Word and Excel are required

• Flexibility to work a non-traditional schedule on a year-round basis including extended hours

Travel:

• This position is not remote.

• Travel is not required.

  
  

Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing hroperations@radial.com. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.

We were made aware of an employment scam in which a third-party is creating false communications under the Radial name. We want to reiterate that Radial never seeks payment from job applicants and only reaches out from @radial.com email addresses. We are encouraging applicants to apply through our website at Radial Careers for added security.