Sr. Customer Care Specialist

Who We Are:

Saks is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world.

On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.

Role Summary:

In this role you will work with our team of customer service agents, and support escalated customer concerns. You will contribute to a culture where every customer interaction reflects Saks’ commitment to providing a top-tier luxury experience. You work well independently, but thrive on partnering with cross-functional teams to ensure you remain current on policies and processes. With your previous experience in servicing, you understand how to balance decisioning on behalf of the customer while still enforcing company guidelines. You own projects relating to escalated tasks from all lines of business; providing resolution, de-escalation and generating an outstanding experience for Saks’ customers. You keep your word, you close the loop and you honor our brand commitments, preventing escalations to senior leaders and legal teams. Last but not least, you are customer obsessed, whether that be the Saks customer or our team of agents, you are dedicated to exceptional service and constant improvement.

Key Qualifications:

Required Qualifications (Minimum Requirements):

• Ability to create customer service solutions that inspire loyalty and improve customer satisfaction.
• Ability to control, de-escalate and gain trust by listening and through confidence in solutions; where possible exceeding service needs.
• Ability to work 40 hours, including weekends/holidays
• 2+ years of experience in a servicing role or a contact center function in a high growth, fast-paced environment
• Effective in directing towards a solution or resource opposed to providing a simple answer
• Proven experience in customer service, with an emphasis on resolving complex escalated cases.
• Ability to identify trends and see causes and consequences, identifying root causes.
• Strong interpersonal skills and the ability to empathize with customers while maintaining professionalism.
• Ability to remain calm under pressure and manage challenging interactions.
• Demonstrates an ability to be well-organized, efficient and self-disciplined; managing own time and work tasks efficiently and in priority order.

Preferred Qualifications (nice to haves):

• Familiarity with CRM / Salesforce software and call center tools
• Specialty / luxury retail experience
• Bachelor’s degree or equivalent work experience
• Bilingual (Spanish / French)

Role Description:

• Assist agents with customer concerns, knowledge inquiries and tasks via chat/slack functionality.
• Support BPO agents on de-escalation techniques.
• Analyze customer friction points in order to provide feedback to internal partners
• Handle escalated/supervisor calls while providing immediate resolution.
• Perform follow up calls with customers when necessary/only if applicable.
• Contribute to the improvement of KPIs through CSAT, NPS and Quality Assurance
• Provide on the spot recommendations for better call handling to voice agents.
• Ad Hoc duties assigned by manager

Your Life and Career at Saks:

• An amazing employee discount
• A culture that promotes a healthy, fulfilling work/life balance
• Benefits package for all eligible full-time employees (including medical, vision and dental)
• Exposure to rewarding career advancement opportunities

Thank you for your interest in Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

*The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.