30388-Customer Service Rep

Job description

Discovery is at the heart of everything we do. Wherever you find us around the world, if you can think of a product, you can probably find it in our stores, which include TJ Maxx, Marshalls, HomeGoods, Sierra, Winners, Homesense, and TK Maxx. With variety comes plenty of happy surprises—our environment is ever-changing, and that’s just how we like it. Every day is an opportunity to discover something new about our business, our partnerships and even something exciting about yourself. Ready to Discover Different?

Posting Notes: Framingham  || MA

 

Customer Service Representative

300 Value Way, Marlboro, MA

Monday-Friday

3 pm – 11 pm OR

4 pm – 12 midnight

JOB SUMMARY

 

Answer toll free customer service calls and correspondences, including letters, fashion show requests, Internet e-mails and/or social media comments. Field customer questions, resolve standard customer complaints, document information in the call tracking system and ensure effective communication at all levels. Monitor Facebook, Twitter and Instagram and respond to customer comments/questions.

Duties and Responsibilities:

·  Respond accurately, promptly and effectively to all forms of customer communication, including phones, letters, Internet e-mails, social media referrals.
·  Resolve difficult and sensitive customer issues in an objective and timely manner, using problem solving and negotiation skills.
·  Communicate with District Managers, Store Managers and Home Office personnel to resolve customer problems and answer questions. Escalate serious issues to protect the company/brand.
·  Document customers and store information in call tracking system. Code correctly and provide continuous updates until the issue is resolved and ready to close.
·  Promote a positive Company image in support of Customer Service objectives and mission statement.
·  Respond to phone inquiries or written correspondence regarding fashion shows for assigned Regions. Decide whether a request meets pre-determined criteria. Communicate with Store Management regarding the date of the show and organization involved. Document information in the call tracking system and follow up with the necessary correspondence (i.e. planner and letter).
·  Make sound judgment calls that align with the brand, escalation and customer service policies for social media customer related issues by following social media moderation guidelines.
·  Multitask in a fast paced environment and moderate a high volume of inbound/outbound content to provide good customer service follow up and follow through
·  Special projects/duties as assigned

 

 

Skills required to perform this job:

 

·  Proven Conflict Management Skills
·  Strong Analytical and Problem Solving Skills
·  Good Listening Skills
·  Organizational Skills
·  Prioritizing skills and effective time management
·  Flexibility
·  Ability to multi-task
·  Excellent Verbal and Written Communication Skills
·  PC knowledge including email knowledge; Word and Excel preferred
·  Typing Skills
·  Social Media Moderation Experience Preferred 
·  Ability to Separate Emotion and respond objectively
·  Works well in a team environment

 

Come Discover Different at TJX. From opportunity and teamwork to growth, we think you’ll find that it’s so much more than a job. When you’re a part of our global TJX family, you have the full support of a diverse, close-knit group of people dedicated to finding great deals and fantastic style. Best of all? They have a lot of fun doing it.

We care about our culture, but we also prioritize the tangible stuff (Competitive salaries: check. Solid benefits: check. Plenty of room for advancement: of course). It’s our way of empowering you to make your career here.
                          
We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

 Posting Notes: Framingham  || MA

Nearest Major Market: Framingham
Nearest Secondary Market: Boston
Job Segment: Customer Service Representative, Social Media, Customer Service, Marketing