Job details

Coordinator, Customer Care Specialized Care

Company Description

Job Description

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training on new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges related to customer impacts and store operations.

The Coordinator, Customer Care Specialized Care will serve as a second-level contact for post-sale issues, escalations, and customer inquiries, ensuring the highest level of support and customer satisfaction. This role involves collaborating with internal departments, managing technology-related tasks, and maintaining thorough documentation. Additionally, the Coordinator will respond to public reviews, social media comments, and Better Business Bureau complaints to provide our customers excellent support across all platforms.

This job is located at our Global Home Office in Columbus, Ohio.

What Will You Be Doing?

Serve as a second-level contact for post-sale issues or inquiries, leveraging excellent written communication and de-escalation skills; including but not limited to payment issues, loyalty account questions, agent decisioning rejections, and fraud investigations
Research and identify root causes of executive escalations, promptly reach out to customers for recovery, handle the resolution to the end, and provide an executive level recap
Respond to customer ratings and reviews publicly on the website and privately via outbound email
Handle inbound email contacts and flex to support chat and voice inquiries as needed
Represent the brand and engage with customers on social media
Reach out to customers who provide negative responses to customer satisfaction surveys to diagnose/address service opportunities and recover the customer
Partner with Store's District Managers to resolve escalated store issues promptly
Respond to questions from internal associates regarding discount code usage, order issues, etc.
Partner with other departments (Legal, Marketing, Transportation, PR, etc.) to resolve customer issues and inquiries
Respond to Better Business Bureau complaints publicly and resolve them timely to maintain an A+ rating
Process and respond to customer mail returns and letters
Assist with testing new technology and compiling improvement opportunities from the associate perspective
Manage user activation/deactivation, password resets, and user audits for Contact Center associates
Maintain thorough knowledge of systems for accurate information dissemination to customers
Conduct research and analysis of account history to assess risk and detect fraud, partnering with supervisors to share findings and identify fraud trends and root causes
Ensure proper security procedures are followed in all customer interactions
Learn and retain a thorough working knowledge of all existing and new products and services
Achieve assigned Key Performance Indicators (e.g., CSAT, Quality, UPH)
Attend team meetings and additional training sessions as scheduled

What Do You Need To Bring?

High school diploma or equivalent required
Friendly, upbeat personality with a passion for excellent customer service
Strong written communication skills, using proper grammar
Aptitude for navigating various software applications
Ability to analyze situations, make quick decisions, and facilitate proper resolution
Flexibility to adapt to changing business needs and processes
Ability to defuse situations, identify root causes, and solve problems
Ability to interact effectively with employees at all levels and work with diverse backgrounds
Willingness to learn new information daily

Our Company

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

Our Values

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities. 

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:

Incentive bonus program
401(K) savings plan with company match
Annual companywide review process
Flexible spending accounts
Medical, dental, and vision insurance
Life and disability insurance
Associate assistance program
Paid parental and adoption leave
Access to fertility and adoption benefits through Carrot
Access to mental health and wellness app, Headspace
Paid Caregiver Leave
Mobile Stipend
Paid time off & one paid volunteer day per year, allowing you to give back to your community
Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
Seven associate wellness half days per year
Onsite fitness center
Merchandise discount on all of our brands
Opportunities for career advancement, we believe in promoting from within
Access to multiple Associate Resource Groups
Global team of people who will celebrate you for being YOU!

Additional Information

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

Average salary estimate

$50000 / YEARLY (est.)

min

max

$40000K

$60000K

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What You Should Know About Coordinator, Customer Care Specialized Care, Abercrombie and Fitch Co.

At Abercrombie & Fitch Co., we are on the lookout for a talented Coordinator, Customer Care Specialized Care to join our vibrant team in Columbus, OH. This role is vital for ensuring our customers receive the highest level of support after their purchase, addressing post-sale inquiries, and managing escalations. You'll be the friendly voice that navigates customer issues ranging from payment hiccups to loyalty program questions, showcasing your exceptional written and verbal communication skills. Working collaboratively with various teams and corporate partners, you’ll play a pivotal role in resolving challenges that impact our customers and their experience with our brands. You'll be monitoring feedback across platforms, responding to reviews, and directly engaging with customers on social media. The position requires a keen ability to analyze situations, solve problems, and create lasting impacts on our service quality. With access to continuous training and team meetings, you'll always stay informed about our brands and customer needs. Joining A&F Co. means becoming part of a culture where our people are at the forefront; we prioritize their growth and well-being, encouraging you to learn every day, whether through our incentive programs or flexible working arrangements. If you're passionate about delivering exceptional customer service and are ready to make a difference in our specialized care team, we can’t wait to meet you!

Frequently Asked Questions (FAQs) for Coordinator, Customer Care Specialized Care Role at Abercrombie and Fitch Co.

What does a Coordinator, Customer Care Specialized Care do at Abercrombie & Fitch Co.?

As a Coordinator, Customer Care Specialized Care at Abercrombie & Fitch Co., you will engage with customers, addressing post-sale issues and escalations, ensuring they receive unparalleled support. Your tasks will involve researching executive escalations, responding to customer feedback across various platforms, and collaborating with internal teams to resolve challenges.