Specialist Operations Support - Contact Center

KnitWell Group • Fort Myers, FL

20h • Hybrid

About The Position

The Contact Center Operations Specialist provides accurate and timely financial and operational support in alignment with company policies. The role conducts research on failed allocations and order issues, supports DC returns and maintains documentation and forms. The Specialist Operations Support partners 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 (retail and contact center a plus)
• 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 experience

Responsibilities

• Including refunds (Validate & Non- Validated), Gift Card & Merchandise Card replacements as well as Locate functions.
• Research including failed allocations, back-order cancellations, and Special Projects.
• Collaborates 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.
• Serves as an internal support for feedback on new Associates with leadership as appropriate.
• Ability to work independently, adhere to work schedule and manage regular duties with minimal supervision.
• Works flexible schedules to meet business needs, including nights and weekends.
• Maintains 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.
• Uses technology tools as directed and within established guidelines.

Benefits

• A merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.
• Support for your individual development plus opportunities for career mobility within our 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 our communities.
• Medical, dental, vision insurance & 401(K).
• Employee Assistance Program (EAP).
• Time off – 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