Customer Service Representative-Call Center

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Customer Service Representative-Call Center

POSITION TITLE: Customer Service Representative
POSITION SUMMARY:
The Customer Service Representative (CSR) acts as a liaison between consumers and company to maintain customer relations and promote a professional company image. This position is responsible for handling all incoming volume through various channels, while maintaining quality standards, such as phone calls, emails, and chats from the following divisions:

• Retail outlet consumers for Calvin Klein, and Tommy Hilfiger for both the United States and Canada.
• Ecommerce consumers for Calvin Klein and Tommy Hilfiger.
• Wholesale consumers for Warner’s/Olga, Calvin Klein, Tommy Hilfiger, and True&Co in North America.
• Channels may expand in the future based on the consumer’s needs

This role plays a pivotal part to ensure customer satisfaction and loyalty by consulting and assisting customers to resolve a wide variety of customer requests, inquiries, and complaints. The department will rely on your ability to resolve customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding; to help deliver world class customer service for B2C consumers across all PVH Brands for North America.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:

• Speaks with customers and potential customers and resolves contacts by the B2C consumer across all contact verticals in a courteous, friendly, and professional manner using protocol procedures.
• Resolve routine customer requests with products or services as necessary, i.e. Orders, Product, Returns, etc.
• Adheres to departments key performance indicators
• Maintains specific standards when handling PCI data for consumers across all brands.
• Works with licensee vendors to resolve customer issues with regards to wholesale. Inquiries are presented to us from all over the world.
• Processes returns of items sent to office/warehouse.
• Participate in activities designed to improve customer satisfaction and business performance.
• Works with retail, ecommerce, and wholesale systems to ensure customer orders and appeasements are filled properly and expeditiously
• Helps train new associates in all areas of responsibility by allowing new associates to shadow them
• Works in multiple databases to research issues and questions
• Works with cross-functional business partners to complete necessary tasks (i.e. Legal, XBR, Sales Audit, etc.)

DECISION MAKING:

• Ability to think strategically and on occasion creatively to meet customer needs which may be outside of documented SOPs/guidelines.
• Empowered to accommodate customer as necessary, while following SOPs, i.e. gift card, eGift card, promo code, etc.
• Have the ability to defuse escalated issues in a professional and positive manner while exceeding customer expectations.
• Document and report all store customer Poor Service complaints to the appropriate retail channel in order to resolve.
• RESOURCEFULNESS/CREATIVITY:
• Strong work ethic and ability to follow-through via closed-loop communications, both internal and external.
• Utilizes divisional contacts to secure information for customers on merchandise.
• Demonstrate patience, diplomacy and tact when dealing with customers
• Ability to balance workload to accomplish all tasks.
• Finds creative options to resolve unique customer issues to ensure satisfaction.

ENVIRONMENT:

• The ability to work from the office or from home for business-continuity purposes.
• Flexible in a changing environment and open to new ways of working.
• 100% computer use while on phone for order lookup, order entry, tracking calls, inventory lookup, answering consumer questions and answering consumer and inter-office e-mails, etc.
• Flexible to work up to eight-hour days between 9 am and 9 pm, five days per week including weekends.

QUALIFICATIONS & EXPERIENCE:

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

Skills:

• Excellent verbal and written communication skills.
• Demonstrates strong Customer Service skills.
• Must possess professionalism in presenting oneself.
• Excellent interpersonal skills required.
• Timely and regular attendance is required.
• Must be able to present upbeat personality to customers regardless of outside factors.
• Strong computer skills with background including Excel and Word.
• Ability to stay calm and comfort irate customers.
• Ability to balance needs of the customer with policies of the corporation.
• Ability to be resourceful while presenting information to customers.

PVH Corp. or its subsidiary ("PVH") is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications, consistent with applicable law and without regard to race, color, sex, gender identity or expression, age, religion, creed, national origin, citizenship status, sexual orientation, genetic information, physical or mental disability, military status or any other characteristic protected under federal, state or local law. In addition to complying with all applicable laws, PVH also has a strong corporate commitment to inclusion, diversity and to ensuring that all current and future PVH associates are compensated solely on job-related factors such as skill, ability, educational background, work quality, experience and potential. To achieve these goals, across the United States and its territories, PVH prohibits any PVH employee, agent or representative from requesting or otherwise considering any job applicant’s current or prior wages, salary or other compensation information in connection with the hiring process. Accordingly, applicants are asked not to disclose this salary history information to PVH