Specialty Service Agent Virtual

The Specialty Service Agent is responsible for answering escalated calls, assisting agents with real-time inquiries relative to process and procedural questions, and protecting the David’s Bridal brand.

Essential Job Functions: 

• Provide departmental coverage when it comes to opening and closing
• Respond in a professional manner to written, email, phone and social media inquiries from our Internal and External Customers, following established business guidelines
• Assist Call Center Agents with real-time inquiries relative to process and procedures
• Sales and CRM responsibilities:
  1. Ecommerce DTC Sales
     • Directly work with and assist ecommerce customers in placing orders for merchandise offered online via the Management Takeover Line
  2. Store Sales
• Customer Service & Order Management Responsibilities:
  1. Ecommerce DTC Service
     • Modify an order on the customer’s behalf including but not limited to ship to locations, ship via, etc.
     • Assist international customers ordering online (via Boarder Free partner) with questions regarding placing international orders, shipping time frames, pricing and returns
     • Assist in the replacement of lost, missing or damaged items
     • Request service adjustments, discounts and refunds for customers as required
     • Partner with finance in researching any questions regarding charges and/or credits
     • Partner with Loss Prevention regarding reports of fraudulent credit card activity
     • Assist customers with questions about David’s Bridal online return policy, create return authorizations on the customer’s behalf, generate pre-paid return shipping labels when required and assist customers regarding the status of their return as needed
     • Identify and communicate any issue involving the online ordering process, promotion codes or product descriptions to the appropriate area within David’s Bridal
     • Work with UPS to facilitate claims for shipments lost or damaged in transit, to be intercept and returned to the distribution centers and update delivery information after a package has been shipped
  2. Ecommerce DTC Order Management
  3. Store Order Management
     • Assist with expedite requests and respond to questions regarding special order status
     • Locate product in the chain for special order fulfillment and mange inter-store transfer fulfillment exceptions
• Provide detailed consumer documentation as needed, track and log all issues
• Be knowledgeable on all merchandise at David’s Bridal store locations, online and on the special-order systems in order to research all inquiries to support first contact resolution.
• Maintain and/or surpass productivity and quality goals and standards
• Assist all divisions of the Customer Satisfaction and Order Fulfillment Department as needed with special projects as well as general office duties
• Strengthen our relationships with our Internal and External Customers via consistent complaint handling
• Protect the David’s Bridal Brand by staying on alert for potential risk of Agency Complaints (BBB, DOJ)
• Must be able to work evenings, weekends and scheduled open holiday shifts
• Contribute to the team effort by accomplishing related results as needed

Physical Demands:

• Ability to communicate promptly and accurately via computer, telephone, or similar device with or without assistive technology
• Ability to perform sedentary work

Education & Credentials:

• A minimum of 3 years customer service, sales and/or telephone experience
• Bi-lingual is a plus
• Must have experience using Microsoft Office Suites
• Ability to up-sell and cross-sell

Skills:

• Strong problem-solving skills and analytical skills
• Ability to serve as a “go to” for associate with questions
• Set a strong, positive example for the team and influence behaviors
• Strong desire to learn and develop professional skill sets
• Demonstrate accountability and excellent written and oral communication skills
• Flexibility to adapt to change and strong teamwork ethic and skills
• Collaborate effectively with team members, various departments, and management personnel