Customer Service Representative

GENERAL PURPOSE:

Responsible for maintaining all store policies and procedures as well as managing the distribution, indexing and tracking of resulting documentation.

ESSENTIAL FUNCTIONS:
Customer Service Issue Resolution
  • Responds to customer inquiries through phone, letter, e-mail and fax. Associate is responsible for answering and responding to inquiries regarding store operations, financial issues and merchandise refunds.
  • Resolves customer complaint issues by phone, e-mail and letters.
  • Provides an excellent level of customer service both internally and externally.
  • Utilizes strong phone skills when speaking with customers. Has the ability to listen, sympathize and respond in a friendly manner to customer issues.
  • Understands and implements Ross policies and procedures consistently.
  • Records all inquiries in the Customer Call database.
  • Interacts and follows up with District Managers, Stores and other Corporate Departments.
  • Associate must develop and maintain advanced knowledge of Ross Refund Control, Electronic Journal, Valuelink, Client Line, Solutran and the Customer Service Call database.
  • Ability to work well within a team environment as well as independently.
  • Demonstrates the ability to use good judgment when evaluating obstacles and arrives at a suitable solution without the loss of productivity.
Maintenance & Miscellaneous Projects
  • Responsible for maintaining all necessary records while keeping current on the day to day workload. Responses to customers in a timely manner.
  • Processes all resulting paperwork from customer inquiries, i.e. check requests, responses to customer e-mail, letters and phone calls responding to lost gift cards , credit issues
  • Provides support for Store Operations projects as needed.
COMPETENCIES:
  • Customer Service
  • Adaptability
  • Communication
  • Collaboration
  • Integrity
  • Conflict Management
QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:
  • Very strong written and verbal communication skills
  • Intermediate MS Office skills – Word, Excel and Access
  • Second language desirable
  • High school diploma
  • 2 years customer service experience preferred
PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.

DISCLAIMER

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

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