Sr. Customer Service Representative(
Job Number:
090003J)

Description

Jones Apparel Group is currently looking for a Senior Customer Service Representative. This position entails focus on both the performance and motivation of the call center team as well as coordination of administrative functions related to e-commerce and store customer service. It requires the resolution of complex issues and the ability to review and recommend system and process enhancements. The essential duties and responsibilities include, but are not limited to, the following:

* Ensure adherence to call center productivity goals
* Support the call center team with specific incident questions as well as maintaining overall motivation and morale
* Assist with customer contacts and required
* Various administrative tasks
* Special projects as assigned
* Other duties as required
* Understanding basic call center staffing and queuing principle with statistical benchmarking
* Responsible for ensuring resources are utilized efficiently, in accordance with corporate objectives and in ways that consistently promote customer quality and satisfaction
* As a role model, ensure departmental core policies and procedures are continually reinforced

Qualifications

The qualifications required for this position include, but are not limited to, the following:

* Superior communication skills and interdepartmental communication
* Strong leadership skills – serve as a role model, relate to team, and inspire confidence
* Ability to communicate with and motivate personnel at all levels
* Supervisory experience with call center/customer service background leading a team of call center agents
* College degree preferred and/or 2 years experience in a call center environment
* Solid experience with inbound/outbound customer focused contact center
* Proven ability to lead, motivate others to perform and meet the established performance levels