First Shift, Consumer Experience Representative II
Hanes Brands

Overview

Responsible for understanding and solving escalated or more complex customer issues by phone, email, or chat concerning Payment transactions with an attention to detail. The purpose of this position is to win back consumers who may be dissatisfied and build and strengthen loyalty to Hanesbrands. Manage multiple duties through different channels (phone, email or chat) and applications for the high priority customers. The assignments for this role will vary throughout a typical day with a level of urgency.

Responsibilities

• Respond by phone, email or chat directly from the customer that requires extensive product, website, or contact center application knowledge.
• Solve customer complaints involving order delivery, billing, shipping method, and quality of merchandise.
• Propose solutions to customers in scenarios such as replacements, credits or refunds, potential fraud, returns, and payment discrepancies.
• At times, handle contacts escalated by other department team members when a more senior representative is needed to recover a customer.
• Manage escalated contacts from the website shopper to troubleshoot and resolve any issues to improve their online experience.
• Respond to contacts from Hanesbrands' executive team (company president and others) in a prompt, professional, and accurate manner.
• Resolve international website order or payment discrepancies as well as provide customer service gestures when needed.
• Working directly with the Hanesbrands custom printing group, responsible for resolving order quality, payment, and refund inquiries.
• When required, accurately capture the reasons for customer contact in specific applications to provide voice of customer insights to the business.
• As a Consumer Experience Representative II, act as role model for the department in terms of customer soft skills such as empathy, resolution, and care.

Qualifications

• Experience: Minimum of 1.5 years of experience in a customer service environment or equivalent.
• Preferred call center or ecommerce contact center environment.
• Ability to multi-task and must be able to type a minimum of 35wpm.
• Computer experience using multiple applications with Windows operating system.
• Ability to communicate professionally with customers.
• Experience in working independently to manage escalated or high visibility
  customer scenarios to resolution with good comprehension and decision making.
• Education: Must have the equivalent of high school diploma or GED.

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status

EOE/AA: Minorities/Females/Veterans/Disabled

Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:

Telephone: 877.999.5553

Email: HBI_TA@hanes.com

This job has expired.