Specialist Operations Support - Contact Center

Knitwell Group • Fort Myers, FL

1d • Hybrid

About The Position

KnitWell Group is a specialty retail operating company comprising iconic brands like Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, and White House Black Market. The company is committed to creating exceptional products, providing memorable experiences, and achieving superior results, focusing on customer satisfaction. The Contact Center Operations Specialist provides accurate and timely financial and operational support in alignment with company policies. This role involves conducting research on failed allocations and order issues, supporting DC returns, and maintaining documentation and forms. The Specialist Operations Support collaborates with leadership for issue escalation, mentors new associates, and manages tasks independently while maintaining data confidentiality and flexibility to work nights and weekends as needed.

Requirements

• High School Diploma or equivalent
• 3+ years of Customer Service Experience
• Problem Solving
• Customer Focus
• Written and Verbal Communication
• Attention To Detail
• Collaboration
• Active Listening
• System Navigation
• Multi-tasking

Nice To Haves

• Retail and contact center customer service experience

Responsibilities

• Provide financial support including refunds (Validate & Non- Validated), Gift Card & Merchandise Card replacements as well as Locate functions.
• Conduct research including failed allocations, back-order cancellations, and Special Projects.
• Collaborate with management if necessary to ensure First Contact Resolution.
• Alert Leadership of issues or concerns that may indicate a larger, underlying problem resulting in customer dissatisfaction, liability or loss to the organization.
• Serve as an internal support for feedback on new Associates with leadership as appropriate.
• Work independently, adhere to work schedule and manage regular duties with minimal supervision.
• Work flexible schedules to meet business needs, including nights and weekends.
• Maintain accurate customer data including documentation of discussions, issues, customer requests or other relevant information into company systems as required.
• Schedule, assign, or act on any required customer follow-up in accordance with guidelines.
• Use technology tools as directed and within established guidelines.
• Follow Company and brand policies and procedures to quickly provide complete, accurate financial support using resources and technology.
• Maintain confidentiality of the organization’s customers and data.

Benefits

• Merchandise discount at select KnitWell Group brands
• Support for individual development plus opportunities for career mobility within the family of brands
• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support communities
• Medical, dental, vision insurance
• 401(K)
• Employee Assistance Program (EAP)
• Paid time off & holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees