Company Overview:
Ocean State Job Lot (“OSJL” and “Company”) is a leading $850+ million general merchandise retailer operating over 150 stores in the Northeast and a $75+ million shopping center business with OSJL as the anchor tenant in over 50% of its centers. At OSJL, we are committed to providing exceptional value to our customers while championing positive change in our communities and inspiring a more responsible model for retail.
Job Description:
The Customer Service Associate role at OSJL is responsible for handling retail store associate and customer service issues from inception to resolution. This role has electronic contact with departments across OSJL and works with a team, under the direction of the Customer Relations Manager, to provide exceptional customer service to all retail store associates and customers.
Key Responsibilities:
- Accurately respond to and resolve retail store associate and customer inquiries and complaints in a timely basis in accordance with company policy.
- Handle customer service issues by telephone, in writing, and through messages and/or email inquiries from stores, escalating to the Customer Relations Manager as needed.
- Maintain up-to-date understanding of company policies and procedures.
- Capture and report all customer contacts using a software application.
- Effectively utilize virtual means to communicate efficiently and work independently under remote conditions as applicable.
Qualifications:
- High school degree or equivalent is required.
- One or more years of customer service or call center experience is preferred.
- Associate’s or Bachelor’s degree in a related field is preferred.
- Prior retail customer service experience is preferred.
- Proficient in Salesforce platform and Google (i.e. Sites, Slides, Drive, Docs, Sheets).
WORK ENVIRONMENT:
- Works on a rotating schedule primarily in a climate controlled environment with minimal safety and health hazard potential.
- Weeknight and weekend assignments may be required.
- Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time. Frequently uses near vision for reading and computer tasks.
- The role will be required to utilize a personal device to verify logins for different websites and programs.
- Option for hybrid work (1-2 days remote): Work may be completed outside of the company locations. The role is responsible for setting up a professional and ergonomically safe work environment and to be available during working hours. While working remotely, the role will be required to utilize their own device(s) to complete all work (e.g., all computer hardware and software, including audio and video capabilities for virtual meetings; and reliable Internet connection with ability to access the Google platform for virtual meetings and applications used for work).
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position. Leadership has the right to revise this job description at any time. The job description is not a contract, either express or implied. You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.
The hourly pay rate for this position is between $18.00 - $20.00 per hour. Rate of pay depends on years of experience.
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