SUMMARY:Customer Service Advocate is responsible for building lasting relationships with both internal and external customers in a manner that is helpful, friendly, efficient, and knowledgeable. This role is responsible for providing exceptional customer service to address escalated customer issues and provide immediate resolutions to rebuild satisfaction with the DSW brand. This role can be Remote after the 2 week On-Boarding training.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Identify and resolve escalated customer and business-related issues using multiple systems and resources available • Collaborate with all levels of the organization to enhance the customer experience • Provide guidance to internal partners that support our internal escalated line. • Identify training gaps and communicate findings to leadership • Work effectively with others in a team environment to accomplish company goals
REQUIRED SKILLS AND COMPETENCIES: • Excellent verbal and written communication skills • Ability to resolve customer issues effectively and in a variable, empathetic, enthusiastic manner • Ability to work independently without needing specific direction to solve problems • Ability to integrate in a rapidly changing environment with competing priorities • Ability to navigate through multiple systems swiftly and efficiently • Ability to provide exemplary customer service on a consistent basis • Ability to accept and apply feedback provided from all levels
EXPERIENCE: • A minimum of 2 years' experience in a retail customer service environment required
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