Kohl's CCS Sr. Representative in Menomonee Falls, Wisconsin

Support customer loyalty by resolving complex customer issues. Do you love. . . to create a positive customer experience? Are you energized by. . . the challenge of solving complex issues? Do you enjoy. . . finding successful solutions to unique customer needs?

ACCOUNTABILITIES

CONTINUOUSLY IMPROVE THE CUSTOMER EXPERIENCE

  • Serves as an expert resource to peers and other associates

  • Identify trends and patterns that negatively impact the customer experience and proactively inform leaders

  • Documents resolutions to expand knowledgebase and improve consistency

ACTIVELY ASSESS CUSTOMERS' NEEDS TO PROVIDE APPROPRIATE AND TIMELY RESOLUTION

  • Asks appropriate, targeted questions to diagnose the root cause of complex issues

  • Identifies solutions that best fit the diagnosis of the situation

  • Maintains customer-focused approach when assisting with customers’ financial details

BUILDS CUSTOMER CONFIDENCE THROUGH CREATIVE PROBLEM-SOLVING

  • Solves multi-faceted issues using business and product knowledge and best practices

  • Supports first contact resolution by connecting patterns to improve consistency and efficiency

BUILDS STRONG CUSTOMER RELATIONSHIPS BY RESOLVING ADVANCED CUSTOMER ISSUES

  • Takes ownership of the customer experience by efficiently resolving sensitive issues

  • Communicates effectively with both internal and external Kohl’s customers

  • Investigates and resolves escalated situations independently

  • Negotiates solutions that balance the needs of the customer with the needs of the business

  • Assists customers through a variety of channels including phone, email, chat and social media

QUALIFICATIONS

REQUIRED

  • Minimum one year experience in a customer service environment

  • Effective verbal and written communication skills

  • Ability to interact well with others in a team oriented environment

  • Proficient in computer navigation skills

  • Ability to multi-task

PREFERRED

  • Three years experience in a customer service environment

  • Bachelor’s Degree or post High School continuing education

  • Advanced Microsoft Office Suite knowledge