We are looking for a customer-focused Customer Service Representative to support a retail organization in Charlotte, North Carolina. This is a Contract position offering permanent weekday hours, where you will help resolve complex customer concerns across eCommerce and store-related channels while working closely with internal teams. The ideal candidate brings strong judgment, clear communication, and a genuine commitment to improving each step of the customer experience.
Responsibilities:
- Serve as the point of contact for escalated customer matters, guiding issues through to timely and effective resolution.
- Record case details, actions taken, and final outcomes accurately in customer service and case management platforms.
- Work closely with departments such as store operations, fulfillment, merchandising, marketing, credit, and customer care to address customer needs.
- Review recurring complaints, service patterns, and customer feedback to uncover opportunities for operational improvement.
- Track service performance and identify developing issues that could affect satisfaction across online and in-store experiences.
- Contribute to quality discussions, call evaluations, and coaching feedback efforts designed to strengthen service delivery.
- Apply approved resolution options and customer recovery measures in alignment with company standards.
- Maintain daily productivity while meeting service expectations, response targets, and customer satisfaction goals.
- Support additional customer experience initiatives and special assignments as business needs evolve.
- At least 2 years of experience in customer service, customer experience, operations, sales support, or a closely related field.
- Proven ability to manage escalated situations and bring complex customer issues to resolution.
- Strong written and verbal communication skills with an empathetic, detail-focused approach.
- Ability to balance multiple priorities and manage a steady volume of approximately 20 or more cases or tasks each day.
- Solid problem-solving and critical-thinking skills with close attention to detail.
- Comfortable partnering with multiple internal teams in a cross-functional environment.
- Experience using customer service systems such as Salesforce, Zendesk, Gladly, or similar platforms.
- Familiarity with eCommerce, retail, fulfillment, order management, or omnichannel support environments.