Specialist, Customer Relations

Summary

The Specialist, Customer Relations provides administrative support to the customer relations department. Helps ensure high levels of customer satisfaction by assisting stores and customers with the timely resolution of problems or concerns via phone and email communication. Acts as an intermediary between the stores and customers. Responds to inquiries and/or reviews received through social media and other platforms.

• Greets, assists, and provides direction and information to clients and visitors to foster a professional and welcoming environment.
• Assists Customer Relations with designated daily tasks. Tasks can include but not limited: contacting customers, stores, other company team members.
• Receives and responds to incoming phone calls and emails in a timely and professional manner to build loyalty and a positive and professional image among customers.
• Assists with customers, visitor questions, and/or resolve issues such as refunds, overcharges, lost or stolen packages, reward points balances, returns and exchanges, complaints, and other service or product issues to ensure customer satisfaction.
• Coordinates with stores and other internal departments as needed to answer questions, resolve, or prevent problems.
• Coordinates customer fulfillment as needed when a store closes (e.g., computer problems, weather‑related issues, staffing issues, etc.) causing that location to be unable to work orders.
• Assists with customer interactions and/or issues received through social media platforms to foster customer engagement and build a loyal and active customer community.
• Assists e‑commerce customers as needed by cross‑selling, upselling, and suggesting add‑on sales.
• Reviews and stays abreast of the organization's policies, procedures, and products.
• Protects company's assets and financial information by ensuring the accuracy and effectiveness of internal control procedures and informing management and/or appropriate officials of potential fraud risk.
• Measurable Outcomes:
  Attendance, performance, and timeliness to ensure operational efficiency, employee engagement, and customer satisfaction.

• 0 - 1 years of related experience.
• Call center, customer service, or related experience preferred.
• Knowledge in administrative work.
• Communication and interpersonal skills, ability to interact effectively with customers and team members.

• Entry level

• Full‑time

• Other

• Retail

Hibbett Retail, Inc.

00015 Store Support Center