Specialist Operations Support - Contact Center

About Us

KnitWell Group, a specialty retail operating company, comprises some of the most iconic brands in America – Ann Taylor, Chico's, Haven Well Within, Lane Bryant, LOFT, Soma, Talbots, White House Black Market. Individually, our brands are unique and strong. Together, we are powerful.

Our common thread is our commitment to create exceptional products, provide memorable experiences, and achieve superior results. Our associates are innovators who thrive through collaboration and are dedicated to excellence. At the heart of it all are the customers we serve. We are dedicated to creating fashion that not only looks good but also makes our customers feel good.

Contact Center - Operations Support Specialist

About The Role

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.

The impact you can have

• Compliance: This position follows Company and brand policies and procedures to quickly provide complete, accurate financial support using resources and technology. Maintains confidentiality of the organization’s customers and data.
• 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.
• Partnership: 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.
• Mentors: Serves as an internal support for feedback on new Associates with leadership as appropriate.
• Adherence: 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.
• Contact Quality: 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.
• System Navigation: Uses technology tools as directed and within established guidelines.
  
  

You’ll bring to the role

• 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
  
  

Benefits

• You will be eligible to receive 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.*
• Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.
  
  

This position can work on-site at least 4 days per week consistent with the needs of the business at our Chico’s FAS office location in Ft Myers, FL or work remotely with occasional travel to a company office as required.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

Location:

Corporate Office Fort Myers, FL 33966

Position Type

Regular/Full time

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.