Title: Representative, Customer Service
Location: Dublin United States
Job Description:
Our values start with our people, join a team that values you!
Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:
- Success. Our winning team pursues excellence while learning and evolving
- Career growth. We develop industry leading talent because Ross grows when our people grow
- Teamwork. We work together to solve the hard problems and find the right solution
- Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.
Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.
GENERAL PURPOSE:
Responsible for maintaining all store policies and procedures as well as managing the distribution, indexing and tracking of resulting documentation.
The base pay range for this role is $19.52 - $28.17. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.
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:
- High school diploma
- 2 years customer service experience preferred
- Very strong written and verbal communication skills
- Intermediate MS Office skills - Word, Excel, and Access
- Second language desirable
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.
This position may be performed remotely anywhere within the United States. #LI-Remote
SUPERVISORY RESPONSIBILITIES:
None
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.
