Hybrid Customer Experience Specialist na Signet Jewelers

The Customer Experience Specialist serves as a front-line customer care team member and is responsible for assisting customers with service inquiries, while meeting or exceeding established department goals and quality standards in each of the front-line contact channels. This team member is responsible for providing excellent service that supports the Signet Services Tennessee operation. Candidates must be able to support customers' needs in the following channels: Phone, Live Person, Teams Chat and Email.

• Serves as initial point of contact for all inbound calls and emails regarding services. Gathers important data, researches issues and formulates appropriate Customer First Resolutions while determining who to partner with for escalation, if needed. Partners with leadership to provide Customer First Resolutions. Multi-tasks to meet service expecations while successfully resolving multiple requests simulatneously. Transitions as needed between various job functions and channels.
• Uses strong verbal and written communication while responding to customer inquiries.  Achieves this by explaining a situation and solution, empathizes and authentically apologizes when appropriate.  Takes ownership of issues, resolves them, or sends them to the appropriate party for follow up/resolution.  Works well under high pressure challenges.  Demonstrates high levels of productivity due to effiicient workload balancing and effective use of skill set for position.
• Demonstrates moderate to advanced technical proficiency with familiarity in Microsoft Suite, navigation of web browsers, use of multiple screens as well as troubleshooting basic technical issues. Additionally demonstrates fluent knowledge of company systems. Uses an analytical decision-making process while gathering important data, researching issues and formulating Customer First resolutions to independently identify appropriate partners for
• Performs additional duties and projects as assigned. Consistent regular scheduled attendance is considered an essential function of this job.

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