Remote Customer Experience Analyst Jobs in Rutherford, NJ

Stefanini Group is hiring!

Stefanini is looking for Remote Customer Service Representatives in New York, NY

For quick apply, please reach out to Ronald Alvarado

Call: 248-728-6420 / Email: ronald.alvarado@stefanini.com

Open for W2 candidates only!

Work Location

• Work 100% remotely with the ability to occasionally transition to an office setting if needed for business continuity
• Address: 205 W 39th Street, 4th Floor, New York, NY 10018
• Hours: Hours range from 32 - 40 per week
• Work up to eight-hour shifts between 9 am and 9 pm, five days a week, including weekends and holidays, to support customer needs across time zones.
   

Responsibilities

The Customer Service Representative (CSR-T) acts as a key liaison between consumers and the company, helping to maintain positive customer relations and uphold a professional brand image. This role handles all inbound contact volume, provides support and resolution for escalated consumer inquiries, manages service recovery and retention efforts, and collaborates with cross-functional teams to optimize processes. Additionally, the CSR offers guidance and support to customers across multiple channels, including phone, email, and chat, while consistently meeting quality standards. Support will be provided across the following divisions:

• Retail outlet consumers in both the United States and Canada.
• E-commerce consumers 
• Wholesale consumers in North America
• Channels may expand in the future based on the consumer's needs.

This role is pivotal in driving customer satisfaction and loyalty, directly impacting the consumer experience by consulting with and assisting customers to resolve a wide range of requests, inquiries, and complaints. Success in this position depends on your ability to resolve customer questions and concerns with efficiency and empathy, actively listening, communicating clearly, and ensuring customer understanding to provide a seamless, world-class customer experience. As a representative for all company's. brands across North America, you'll be instrumental in building trust and reinforcing brand loyalty with every interaction.

Primary Responsibilities/Accountabilities of the Job:

• Address complex and sensitive issues for customers, working to retain customers through empathy and effective solutions and ensuring timely and satisfactory resolution
• Offer proactive solutions when possible, suggesting options that could prevent future issues for the customer
• Follow up with customers to confirm issue resolution and ensure a positive experience, documenting all interactions thoroughly.
• Coordinate with other departments such as Store Operations, Risk Management, and Internal Audit to resolve escalated issues that require subject matter expertise beyond the contact center.
• Partner with management team to follow up on escalated cases, ensuring service levels and quality expectations are consistently met.
• Act as a support resource for agents by providing guidance on complex cases and effective troubleshooting techniques.
• Help new agents refine their problem-solving skills by sharing best practices and assisting with difficult contacts as needed.
• Ensure that all consumer contacts, escalations, and resolutions are accurately documented in CRM systems, allowing for smooth handoffs and transparency across teams.
• Handle customer service inquiries via phone, chat, and email in a timely and efficient manner while adhering to service level agreements and providing exceptional customer service.
• Support onboarding for new hires by providing shadowing opportunities, sharing insights on best practices, and offering guidance on handling complex cases to ensure a smooth transition into their roles
• Issue appeasements, including e-gift cards, to resolve escalated customer concerns and enhance satisfaction.
• Resolve routine customer requests related to orders, products, returns, and other services as needed.
• Meet department Key Performance Indicators (KPIs) to maintain high standards in service delivery.
• Adhere to PCI standards to ensure secure handling of consumer data across all brands.
• Collaborate with licensee vendors to address and resolve wholesale customer issues, accommodating global inquiries.
• Engage in activities aimed at enhancing customer satisfaction and improving business outcomes.
• Utilize multiple databases to research and resolve customer issues and questions.
• Work with retail, e-commerce, and wholesale systems to ensure timely and accurate fulfillment of customer orders and appeasements.

Internal & External Contacts:

• Internal: Sales Audit, Risk Management, XBR, District Managers, Area Managers, Store Operations, Store Associates, Human Resources, IT.
• External: Consumers, Licensees, Warehouse Teams

Budgetary Responsibilities:

Decision Making:

• Think strategically and, when necessary, creatively to address customer needs that may fall outside of documented SOPs and guidelines.
• Exercise sound judgment to make independent decisions on escalations, ensuring solutions align with both SOPs and customer satisfaction.
• Empowered to accommodate customers as necessary, such as issuing gift cards, e-gift cards, or promo codes, while adhering to established SOPs and budgetary guidelines.
• Defuse escalated issues in a professional and positive manner, consistently aiming to exceed customer expectations.
• Document and report all instances of poor service from store interactions to the appropriate retail channel for timely resolution and follow-up.
• Make proactive decisions to resolve issues efficiently, reducing repeat contacts and supporting a seamless customer experience.

Resourcefulness/Creativity:

• Demonstrate a strong work ethic with a commitment to closed-loop communication, ensuring thorough follow-up on all internal and external interactions.
• Leverage divisional and cross-departmental contacts to obtain accurate and timely information for customers on merchandise and services.
• Exhibit patience, diplomacy, and tact to build positive relationships with customers, especially in challenging situations.
• Effectively manage workload and prioritize tasks to complete all assignments efficiently and thoroughly.
• Apply creative problem-solving to address unique customer issues, exploring alternative solutions to achieve high levels of customer satisfaction.

Environment:

• Work 100% remotely with the ability to occasionally transition to an office setting if needed for business continuity.
• Ensure consistent service quality and seamless handling of escalations and customer inquiries.
• Adapt to a dynamic environment and embrace new tools and methods to improve remote collaboration and service delivery.
• Engage in computer-based tasks while on calls, including order lookups, entry, inventory checks, tracking calls, and handling consumer and inter-office emails.
• Maintain flexibility to work up to eight-hour shifts between 9 am and 9 pm, five days a week, including weekends and holidays, to support customer needs across time zones.

Qualifications 

• Experience: 1 to 3 years customer service experience; retail customer service experience a plus
• Education: High School degree or equivalent experience in Customer Service Industry
• Exceptional verbal and written communication skills, with the ability to convey information clearly and professionally across all channels.
• Strong customer service and interpersonal skills, including the ability to build positive rapport and handle escalated situations with patience and tact.
• Professionalism and empathy in all interactions, maintaining a positive and upbeat attitude with customers regardless of outside factors.
• Proven ability to work closely with cross-functional partners, ensuring consistent service quality.
• Excellent decision-making and problem-solving skills, balancing customer needs with company policies to achieve optimal outcomes.
• Demonstrated resourcefulness and creativity in finding solutions for unique or complex customer issues, fostering satisfaction and loyalty.
• Adaptability and flexibility in a fast-paced, remote work environment, with the ability to pivot effectively to meet changing demands.
• Advanced computer skills, including proficiency in Excel, Word, and the ability to quickly learn and navigate multiple databases and customer service systems.
• Strong organizational skills to balance workloads and maintain timely, accurate follow-up on all tasks and customer inquiries.
• Commitment to consistent, timely attendance to support team reliability and customer needs across time zones.

Listed salary ranges may vary based on experience, qualifications, and local market. 

Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process including interviews and job offers.

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore, and nearshore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than four hundred clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting company with a global presence. We are a CMM Level 5 company.

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