What are the responsibilities and job description for the Customer Care Advisor position at American Eagle Outfitters?
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POSITION TITLE: Coordinator – Todd Snyder Style Advisor
REPORTS TO: Manager – Customer Care Manager
The Todd Snyder Style Advisor is responsible for representing Todd Snyder Customer experience to customers, store management, and internal and external business partners for the Todd Snyder Brand. This role contributes directly to the success of our E-Commerce channel and also indirectly contributes to the profitability of retail stores. This role is responsible for resolving escalated customer service issues and providing solution-oriented problem solving to resolve customer issues and ensure satisfaction and retention. This role also contributes to profitability and an enhanced customer experience by providing product recommendations, service enhancements, and styling advice. To be successful in this role. The Customer Style Advisor must immerse themselves in the Todd Snyder world and become product experts in order to provide the best knowledgeable experience to our customers while developing positive relationships with both internal and external partners.
RESPONSIBILITIES:
- Provide best-in-class service for inbound/outbound customer contacts via phone, email, and chat.
- Provide support and guidance for Todd Snyder store management and web operation teams regarding customer inquiries/escalations.
- Keep business leaders informed about customer service issues.
- Identify and communicate trends in customer needs and product issues.
- Develop and maintain relationships with external partners that including American Eagle, 3PL Warehouse, FedEx, Helpdesk providers. etc
- Prepare and send response letters and company information to customers as directed by brand leadership.
- Meet sales goals and customer satisfaction metrics as set forward by management through upselling and converting canceled orders into possible sales.
- Provide product knowledge to customers to reduce returns and cancelations, seek missing points of information when needed.
QUALIFICATIONS:
- Passion for Todd Snyder brand and interest in contributing to the future of menswear and American fashion
- Minimum 1-2 years in customer contact, web/store sales, and call center experience preferred
- Prior experience in Menswear or Luxury brand preferred
- Verbal and Written in a secondary language preferably Spanish or French
- High degree of proficiency MS Office Suite, Gmail, Google Docs., and web-based platforms.
- Strong analytical prioritizing, interpersonal, problem-solving, organizational, and presentations skills.
- Excellent verbal and written communication skills.
- Demonstrated collaborative skills and ability to work well within a team.
- Ability to work with and influence peers and senior management.
- Ability to work in a fast-paced and deadline-oriented environment.
- Self-motivated with critical attention to detail, deadlines, and reporting.
- Must be available to work nights (up to 7:00 pm EST at the latest) and some weekends as required by the needs of the business
US EEO Statement:
AEO is an Equal Opportunity Employer and is committed to complying with all federal, state and local equal employment opportunity ("EEO") laws. AEO prohibits discrimination against associates and applicants for employment because of the individual's race or color, religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, disability, gender identity or expression, marital or partnership status, domestic violence or stalking victim status, genetic information or predisposing genetic characteristics, military or veteran status, or any other characteristic protected by law. This applies to all AEO activities, including, but not limited to, recruitment, hiring, compensation, assignment, training, promotion, performance evaluation, discipline and discharge. AEO also provides reasonable accommodation of religion and disability in accordance with applicable law.
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