Job Details
** CXC Retail Representative II**
ID
19965-0222-18142
Location : Street
1000 E Hanes Mill Road
Pos. Type
Full Time Regular
Job Location
US-NC-Winston-Salem
Pos. Category
Retail Marketing Merchandising
Location Zip
27105
Remote
No
Due Date
03/07/2022
**Overview**
HanesBrands Inc. is a global company with more than 60,000 associates in 47 countries, all working together to create the worlds best apparel to include iconic brands such as Champion, Hanes, Bali, Bonds, and many more. We offer enormous opportunities for creative thinkers, for people with a passion for consumers, and for people who think like business owners. Were building a truly inclusive culture, where people of different backgrounds, races, cultures and experiences come together to make us stronger. We are a sustainable company committed to making a positive difference in our communities and around the world.
The CXC Retail Representative is responsible for understanding and solving escalated or more complex retail consumer issues by phone, email, or chat with an attention to detail. The purpose of this position is to win back consumers who may be dissatisfied and build and strengthen loyalty to Hanesbrands. The CXC Retail Representative will manage multiple duties through different channels (phone, email or chat) and applications for the high priority customers. The assignments for this role will vary throughout a typical day with a level of urgency.
**Responsibilities**
The CXC Retail Representative is responsible for the following:
* Resolve complex retail customer issues by phone, email or chat as well as online reviews, social media and other channels directly from the customer that requires extensive product and product functionality knowledge.
* Communicates with accurate information promptly with customers about retail store locations, store display feedback, specific product details, and order inquiries using multiple tools and applications.
* After receiving training, resolve customers difficulties or complaints in an effective way using Hanesbrands voice over various channels including rating and review and public social media websites.
* Continually learn and be knowledgeable about the vast HBI product line during and after training and act as the product and brand resource/experts in the customer experience center including creating product knowledge content.
* Ability to read, understand and communicate garment specifications with working knowledge of the construction, manufacturing, functionality, and materials of the garment and may assist with the product sample program.
* Must be able to handle personal, sensitive, and confidential customer information with discretion and document details with specificity in the case management system.
* Using strong decision making skills, propose brand building solutions to consumers with product returns, replacements or refunds and follows through on consumers requests to the consumers satisfaction. Must have strong soft skills to diffuse the most difficult situation and maintain loyalty to Hanesbrands.
* Manage customer contacts for potential product defects or issues and probes customer to understand the complete nature of the potential quality concern with the highest ethical standards.
* Manage and handle the product return process for retail partners outside of direct to consumer websites.
* As a Retail Customer Experience Representative I, act as a role model for the department in terms of customer soft skills such as empathy, resolution and care.
**Qualifications**
* Bilingual (Spanish) - preferred.
* Must have the equivalent of high school diploma or GED.
* Minimum of 1.5 years of experience in a customer service environment or equivalent.
* Preferred call center or ecommerce contact center environment.
* Ability to multi-task and must be able to type a minimum of 35wpm.
* Computer experience using multiple a pplications with Windows operating system.
* Ability to communicate professionally with customers.
* Experience in working independently to manage escalated or high visibility customer scenarios to resolution with good comprehension and decision making.
* Preferred high level of Hanesbrands product knowledge with the ability to understand product specifications and interpret for the customer experience center.
To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status.
EOE/AA: Minorities/Females/Veterans/Disabled.
Only applicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly:
Telephone: 877.###.####
Email: ...@hanes.com