Customer Service Representative - The Sono Collection

Nordstrom•Norwalk, CT

About The Position

The Customer Service Representative supports the Nordstrom customer experience by providing friendly service, resolving returns and exchanges, assisting with order and pickup inquiries, processing transactions and ticketing, and helping customers use store services. The role requires ownership of customer interactions, sound judgment, empathy, and a solutions-focused approach. Representatives build relationships with teammates, promote Nordstrom Loyalty and other customer- and employee-experience initiatives, and help protect customer information. They may also train new employees on POS/register processes. Hours vary according to business needs and include evenings and weekends.

Requirements

Strong ability to build relationships with customers, peers, and leaders.
Proficiency with multiple operating systems, such as MS Windows, iOS, and Android.
Clear, effective communication and strong interpersonal skills.
Ability to train and deliver POS/register training to support onboarding of new hires.
Ability to prioritize multiple tasks in a fast-paced environment.
Strong ownership, accountability, and follow-through.

Responsibilities

Provide friendly service by understanding customer needs and owning interactions from start to finish.
Resolve returns and exchanges and assist with order and pickup inquiries.
Troubleshoot customer concerns with empathy, sound judgment, and a solutions-focused approach.
Accurately process transactions and ticketing using POS and store systems to support inventory accuracy.
Build relationships with teammates and contribute to a positive, team-focused environment.
Help protect customer information through education, compliance, and resolution of issues.
Promote the Nordstrom Loyalty program and new tools, software, and services that improve the customer and employee experience.
Provide POS/register training to support onboarding of new hires.