Customer Service Representative

Job description

Success is always in style at TJX, a Fortune 100 company and the leading off-price apparel and home fashion retailer in the U.S. and worldwide. Our retail chains include TJ Maxx, Marshalls, HomeGoods, Sierra and Homesense.

 

 

JOB SUMMARY:

The Customer Service Representative answers toll free customer service calls and correspondence, including letters, fashion show requests and/or internet e-mails. They field customer questions, resolve standard customer complaints, document information into the call tracking system and ensure effective communication at all levels. The Customer Service Representative also provides support for monitoring Facebook and Twitter to respond to customer comments/questions to encourage a higher level of engagement and for additional assistance as needed.

 

RESPONSIBILITIES:

·  Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, and e-mail.  
·  Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.  Communicates with Regional Vice Presidents, District Managers, Store Managers and Home Office personnel to resolve problems and answer questions.
·  Document customers and store information into call tracking system.  
·  Promote a positive Company image to support Customer Service objectives and mission statement.  
·  Compose personal replies to customer letters and/or e-mails and maintain assigned reports.
·  Updates customer addresses for the Loyalty Program and adjusts reward points as needed.
·  Makes sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues.
·  Ability to multi-task in a fast-paced environment and capable of moderating a high volume of inbound content.
·  Respond to phone inquiries or written correspondence regarding fashion shows for assigned Regions.  Decide whether a request meets pre-determined criteria.  Communicate with Store Management regarding the date of show and organization involved.  Document information in the call tracking system and follows up with the necessary correspondence (i.e., planner and letter).  Document information/feedback received following the show.

 

 

QUALIFICATIONS:

·  1 to 3 years of retail customer service or call center experience and proven conflict management skills
·  Flexible mindset, oriented towards conflict resolution
·  Strong listening skills
·  Ability to prioritize work
·  Excellent verbal and written communication skills
·  PC knowledge
·  Typing skills

SHIFT OPTIONS:
Onboarding/training period
4 to 6 Weeks Paid Onboarding / Training

Shift 1
Monday, Tuesday, Thursday, Friday, Saturday, 9 to 5
Off – Wednesday and Sunday

Shift 2
Tuesday, Wednesday, Thursday, Friday, 10 to 6
Saturday 9 to 5
Off – Sunday and Monday

 

At TJX, we are proud that, for 40 years, we have been providing amazing value to our customers, but the merchandise we sell is just part of our story. We believe our Associates bring our business to life, and we aim to support you by making TJX a terrific place to work. We are committed to leveraging our differences, and believe that the diverse skills, experiences and background that you bring into the organization will help us continue to succeed.

 

Discover Different. Apply today!

 

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Posting Notes: Marlborough  || MA

Nearest Major Market: Boston
Job Segment: Customer Service Representative, Merchandising, Social Media, Fashion Retail, Customer Service, Retail, Marketing, Fashion