Customer Care Services Supervisor - Risk and Resolution

Customer Care Services Supervisor - Risk and ResolutionBrand: Bath & Body WorksLocation: Columbus, OH, USLocation Type: RemoteJob ID: 04COVJob Area: Customer Care CenterEmployment type: Full-timePay Range: $62,500.00 - $79,000.00DescriptionAt Bath & Body Works, everyone belongs. We are committed to creating a diverse, equitable and inclusive culture focused on delivering exceptional fragrances and experiences to our customers. We focus on recruiting, retaining, and advancing diverse talent where our associate population is as diverse as the communities we serve, live and work. In addition, we work to improve our communities and our planet in a way that will make us proud for years to come because we believe the world is a brighter, happier place when everyone has access to the things that make them happy.SummaryThis Supervisor of Customer Care role is part of our Center of Excellence: Customer High Risk & Resolution team. It is responsible for supporting 3rd-party providers with managing emotionally charged customers, risk-related customer concerns, and fraudulent customer behaviors. This requires strong internal collaboration to support best customer outcomes.Responsibilities- Build and sustain relationships across the organization to maintain ongoing lines of communication related to high-risk concerns: HR, Risk Management, Asset Protection, Legal, Privacy, Cybersecurity, External communications, Regulatory, Quality/Product Development, Store Operations (US & Canada)- Customer Care vendor liaison to ensure the company's processes and procedures followed for proper escalation of concerns including customer executive escalations, MoCRA compliance, Privacy Concerns, and sensitive situations- High degree of commitment to the business' DEI initiatives to support elevating issues where customer brand loyalty and trust are impacted when we show areas of opportunity- Occasional direct customer communication (phone/email) to support resolution of intensified concerns- Responsible for making financial decisions for customer appeasements above vendor thresholds while monitoring for potential fraud patterns- Serve as a lead for special initiatives including bulk buyers and abusive/fraudulent customer behaviors- Liaison for customer privacy process ensuring all privacy actions are taken in a timely manner to be in compliance with state privacy laws, GDPR, etc.- Provide weekly/monthly/seasonal/annual reports to the company for work supported- Ongoing review of SOPs for process improvement- Support CCS Learning Specialist as subject matter expert with communication, maintenance of training manuals and creates new training materials related to workstream- Serve as lead for communication and knowledge base support- Provide backup support as needed e.g. Social Media, Provisioning- Customer Care weekend on-call support rotation- Other duties as assigned- Flexibility in hours and remote opportunityQualificationsQualifications & Experience- Exercise clear communication with various partners, leaders, and peers and work with a level of urgency- Able to work with autonomy to make decisions on customer issues with lower complexity, while partnering for highly complex concerns- Advanced written communication skills and ability to provide streamlined, detailed recaps- Demonstrated ability to identify trends and communicate appropriately- Detail oriented in documentation process for proper reporting- Excellent customer service orientation with highest level of skill deescalating customer concernsEducation- Bachelor's degree in Marketing, Communications, or similar field preferred- Progressive call center leadership experience- DEI related certification a plusCore Competencies- Lead with Curiosity & Humility- Build High Performing Teams for Today & Tomorrow- Influence & Inspire with Vision & Purpose- Observe, Engage & Connect- Strive to Achieve Operational Excellence- Deliver Business ResultsBenefitsWe invite you to join Gingham Nation, where we invest in our associates through competitive compensation, benefits, and development opportunities, so they can continue to be their best at work, at home, and in their communities. Benefits offered to our eligible associates include a no cost mental health and well-being program, health coverage with a variety of plans to choose from, flexible and affordable saving programs, paid time off and a merchandise discount. Visit bbwbenefits.com for details.The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.We are an equal opportunity and affirmative action employer. We do not make employment decisions based on an individual's race, color, religion, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, marital status, pregnancy, genetic information, protected veteran status or any other legally protected status, and we comply with all laws concerning nondiscriminatory employment practices. We are committed to providing reasonable accommodations for associates and job applicants with disabilities. Our management team is dedicated to ensuring fulfillment of this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, associate activities and general treatment during employment. We only hire individuals authorized for employment in the United States.Application window will close when all role(s) are filled.