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