Job description
Location: 8760 Clay Road Houston, Texas 77080
Employee Type: Regular
We offer a creative and friendly environment with plenty of opportunity for advancement.
ABOUT FRANCESCA’S®
francesca’s® is a specialty retailer which operates a nationwide chain of boutiques providing customers a unique, fun, and personalized shopping experience. The merchandise assortment is a diverse and balanced mix of apparel, jewelry, accessories, and gifts which targets 18–35-year-olds. francesca’s is continuing to embrace diversity and inclusion with recently adding two new collections: franki and francesca’s Fit which creates a more positive and inclusive experience; we now offer sizes for a 10-year-old up to 3X. Today, francesca’s® operates 460 boutiques in 45 states and serves its customers through francescas.com, and the francesca’s app.
Position Overview:
The Customer Care Associate will be the first point of contact for all customer service calls. The candidate is responsible for courteously and professionally maintaining francesca’s high customer service standards. Candidates must enjoy helping customers, building, and maintaining relationships.
Responsibilities:
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Handle boutique and e-commerce customer inbound calls.
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Provide resolutions at the first point of contact by recognizing the customers’ needs; follow up with customers when necessary.
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Respond to customers through a variety of channels including telephone (both inbound and outbound), and written correspondence via email.
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Provide excellent service, negotiation, and interpersonal skills with the ability to recognize and support the specific needs of our customers.
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Maintain and update Customer Call Ticketing System with appropriate information; collect and access appropriate information relevant to call type.
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Escalate customer queries and concerns where appropriate.
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Partner with team and other departments to provide appropriate solutions.
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Meet/exceed Customer Care Department’s individual and team’s internal metric goals.
Qualifications:
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This is a home office position, which pursuant to the Company's COVID-19 vaccination mandate, requires all home office employees to be fully vaccinated, unless an employee objects to such vaccination for any reason of personal conscience, based on a religious belief, or for medical reasons (including prior recovery from COVID-19). To the extent an accommodation is requested to this mandate, the Company will evaluate each request on an individualized basis in accordance with applicable law.
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High School Diploma/GED equivalent.
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2 years of experience in a call center environment.
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Superior customer service skills.
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Excellent verbal and written communication skills.
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Proficient in all Microsoft programs.
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Self-motivated, quick learner, and enthusiastic team player.
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High level of confidentiality and professionalism
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Ability to interact in a courteous, helpful, and professional manner
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Ability to perform in a fast-paced environment
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Ability to work a flexible schedule to include nights, weekends, and holidays
francesca's® understands that it is our team members that contribute to our growth and we invite you to help us continue in our success!
External Field
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