Job Description

Job Description

Job Description

BOSTON PROPER

We hold our people, our customers, and our brand in the highest regard. Our people drive our businesses, so we strive to attract the best in our industry. They have different life experiences, educational and cultural backgrounds, but they share many things in common: a commitment to teamwork, to growing great brands, and to building a future full of possibilities.

At Boston Proper, we put our passion and expertise into everything we do. You'll find it in our commitment to unique designs and polished looks that help women feel as fearlessly feminine and as beautifully powerful as they are.

We are searching for a Customer Experience Representative - Contact Center . Boston Proper Customer Service Representatives (CSR) are enthusiastic, innovative problem solvers. As a CSR, you will support customers through various support channels (email, phone, chat, social, etc.). You will take orders, log complaints and concerns, explain products and services and upsell customers, and have access to Boston Proper clothing samples. You will listen to our customers to understand the reason they are contacting us and address all question or complaints, providing an accurate and efficient response. You will create a positive and memorable experience for each customer by problem solving, building trust and ensuring they feel supported and valued.

About You

You LOVE to talk and socialize, especially when it comes to clothes. Your dream job includes meeting new people and helping them feel powerful through fashion. You have exceptional active listening, verbal and written communication skills. You think connecting with people everywhere through technology is the coolest way to make friends and build relationships. You are known to friends and colleagues as "The Problem Solver". You are the one they go to calm any storm. Your demeanor is always professional, and you love to go the extra mile for people. In fact, they remember you for being lively, fun and super helpful. Your passion is digging into the details of everything, be it how products are made, how process can be improved and how companies grow.

Skills and Requirements

• Must be 18 years of age or older.
• 1 year of previous customer service experience (previous sales experience preferred).
• Ability to log detailed information
• Proficiency with technology, computers, outlook and strong typing skills
• Strong interpersonal skills, successfully deal with difficult customers
• Ability to research and identify subsequent issues, problem solver, investigative
• Sales ability, upsell/cross sell
• Positive, can-do attitude
• Must be available to work holidays, weekends and occasional overtime based on business needs
• Open to feedback and coaching, desire to learn

Responsibilities

• Learn and master software, phones and scripts consistent with BOP policies and processes.
• Answer incoming customer contacts regarding new order placement, shipping, product problems, billing and other general questions/concerns.
• Make sales or recommendations for products that better suit customer needs and increases the AOV (average order value).
• Engage in active listening with customers and diffuse angry customers; owning the call/experience and determining when a call should be escalated to management.
• Positively impact the company's bottom line by problem solving and turning frustrated customers into happy, repeat customers.
• Work with the supervisor to stay updated on product knowledge, promotions and any changes in company policies.
• Communicate to the supervisor when observing or identifying an opportunity to improve any part of the customer support process.
• Participate in training and other learning opportunities to expand knowledge of position.
• Adhere to all company policies and procedures.

Company Perks:

• 401k with company match
• Competitive Medical, Dental, Vision and Life/ADD Insurance
• Flexible and generous Paid Time Off policy
• Merchandise Discount
• Company Bonus
• Pet Insurance
• Boston Proper Values
• Team loves to work hard and have fun

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