The Estee Lauder Companies Associate, Online Customer Service in New York, New York

Associate, Online Customer Service

Brand: Estée Lauder Companies Corporate Departments

Description

Position Description:

The Online Customer Service Associate is the lead brand service ambassador accountable for all aspects of servicing online customers in order to cultivate lasting, meaningful customer relationships. Responsibilities include: addressing consumer inquiries and issues via email communications, maintaining quality and service level standards, assisting with the completion and assigning of escalated customer issues within the JIRA system, quality monitoring and review for part-time and 3rd party team members, ensuring communication of brand and Web site information to other Customer Service team members, serving as backup to manager on duty on evenings and weekends as needed, and assisting in training.

Key Responsibilities

Customer Service:

  • Deliver exemplary service via email communications to online customers across multiple brands within service levels

  • Apply Policies and Procedures to all customer situations and responses

  • Work with management to address escalated issues and follow-through to resolution

  • Alert management team to trends in email contacts in assigned brands

  • Assist in trainings of new hires and existing team members as needed

  • Assist in the completion of escalated tickets within the JIRA system, as well as provide direction to other team members in the handling of tickets

  • Serve as a key lead in the quality monitoring process for part-time and 3rd party email team members by completing monthly quality checks for assigned team members

  • Participate in quarterly email and chat monitoring calls with 3rd party provider and CS management team members to ensure consistency amongst quality monitors

Communications:

  • Communicate all brand information and issues obtained through monthly brand calls to Customer Service management/Operations team/Remote team (via monthly calls, management status, and emails)

  • Provide site and customer feedback and trends, monthly and as needed to management

  • Participate in monthly brand refresh calls and customer feedback discussion

  • Make recommendations for new standard scripts to be added to database and adjustments to existing scripts

  • Send relevant team communications when serving as backup to evening/weekend manager on duty

  • Participate in monthly calls with Operations Associate team members to review trends and outstanding issues

  • On a quarterly basis, join remote team member calls to assist in the delivery of pertinent updates and topics

Reporting:

  • Maintain and execute weekly Customer Retention program for all assigned brands

  • Assist in ongoing process of identifying best ways of reducing customer contact rates

Qualifications

Qualifications:

  • Position requires 1 year’s related experience in customer service or corporate environment.

  • Excellent writing and communication skills.

  • Ability to work within a team and handle multiple tasks.

  • Positive attitude and professional demeanor.

  • Strong problem-solving skills.

  • Ability to remain flexible.

  • Comfortable working with the Internet, Excel, Word, Outlook, and data entry systems.

  • Familiarity with Estee Lauder Companies internal systems and procedures preferred.

  • Schedule requires one weekend day of work, some evening hours, and extended hours during Holiday period in exchange for comp time.

  • Position will serve as the backup to the manager on duty on evenings and some weekends as needed.

  • Rotational national holiday coverage is required.

Job: Customer Service

Primary Location: Americas-US-NY-New York

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Job Number: 176102