Customer Care Representative - US Customer Care

Fossil Group•Richardson, TX

7d•Hybrid

About The Position

Fossil is seeking a Customer Care Representative to join its Customer Care team. The role provides technical support to internal teams, collaborates with colleagues and external partners, helps ensure orders are processed smoothly, and supports customers and fellow customer service representatives. The position follows a hybrid schedule of four days in the office and one day working from home, except during the first two weeks of training.

Requirements

High school diploma.
At least 1 year of customer service or equivalent experience.
Availability to work Monday through Friday, with potential weekend coverage during peak holiday seasons.
Understanding of CRM platforms.
Proficient math skills, including accurately calculating and processing refunds involving percentages and dollar amounts.
Strong technical skills and aptitude for learning new technologies.
Experience with data entry, administrative tasks, and record-keeping.
Strong investigative and problem-solving skills.
Comfort working in a fast-paced environment.
Passion for delivering exceptional customer service.
Strong interpersonal skills and ability to build positive relationships with internal and external stakeholders.
Ability to identify trends, recognize patterns, and report observations.

Responsibilities

Respond promptly to customer inquiries, resolve complex issues, and maintain a professional demeanor across interactions.
Perform high-volume, accurate data entry, system updates, and documentation across CRM and order management platforms.
Process order adjustments and customer refunds, calculating dollar and percentage amounts in accordance with company policies.
Investigate and track lost or delayed repair shipments by coordinating with carriers, warehouse staff, and repair technicians.
Review fraud orders and analyze transaction flags and suspicious account activity to help prevent chargebacks and unauthorized purchases.
Manage customer purchases from initial entry through fulfillment to ensure accurate and timely order processing.
Troubleshoot technical issues, research root causes, and implement sustainable solutions for customers and internal teams.
Collaborate with internal departments and external partners to resolve operational bottlenecks.
Identify patterns and trends in customer inquiries, data discrepancies, and order issues, and recommend process improvements.
Support team operations by sharing technical knowledge, assisting peers, and maintaining accurate operational records.