Job Title: Voice of Customer Experience

　　Pay range: $11.50-$16.10

　　Savers Benefits

　　Geographic & job eligibility rules may apply

　　Work Address: Remote US

　　Healthcare Plans

　　Comprehensive coverage (medical/dental/vision) at a reasonable cost

　　Specialized health programs – Improve wellness (quit smoking, counseling, diabetes management, chronic joint pain)

　　Paid Time Off

　　Sick Pay

　　Actual amount based on position and hours worked

　　Increases with length of service

　　40 to 80 hours annually

　　Vacation Pay

　　Actual amount based on position and hours worked

　　Increases with length of service

　　40 to 80 hours annually

　　Holiday Pay

　　Based on position and full-time/part-time status

　　6 paid holidays plus 1 to 2 additional floating holidays

　　Team member discounts

　　Up to 50% off store merchandise

　　Flexible spending accounts

　　Use pre-tax dollars for eligible health and day care expenses

　　Employee Assistance Program (EAP)

　　A whole suite of free tools and resources to manage life’s challenges and maintain a healthy work-life balance

　　Life insurance

　　Company provided peace of mind and the option to purchase a supplemental plan

　　Additional Benefits

　　Annual Bonus

　　Performance Merit Increases

　　Disability Insurance

　　Parental Leave

　　Who we are:

　　As one of the largest for-profit thrift operators in the United States, Canada and Australia for value priced pre-owned clothing, accessories and household goods, our mission is to champion reuse and inspire a future where secondhand is second nature. We supply our stores with gently-used, one-of-a-kind items that have been donated by the community to local nonprofit organizations. We purchase these items directly from our nonprofit partners, redirecting billions of pounds of used items away from landfills and on to our store racks and shelves for reuse, and providing our partners with valuable funding for their community-based programs and services. You’ll often hear us say that we are “Thrift Proud.” It’s the millions of loyal customers who visit our 300+ stores and our more than 22,000 team members that make it possible. Learn more about the Savers® family of thrift stores, our impact, and the #ThriftProud movement at savers.com.

　　Our brands are Savers (in the U.S.), 2nd Ave (in the U.S.), Value Village (in the U.S. and Canada), Unique (in the U.S.), Village des Valeurs (in Quebec) and Savers Australia.

　　What you can expect:

　　The opportunity to celebrate uniqueness. We are made up of people from many different backgrounds, experiences, and perspectives, all with something special to contribute.

　　To work in a purpose-driven company, with a business model that people love for our impact on both the planet and local communities.

　　An investment in the career path interests of our people. With our aggressive store expansion plans, we recognize the importance of the continued growth and development of our team members.

　　What you get:

　　Comprehensive onboarding and training from day one.

　　In-house expertise! Our training department / Savers University develops and delivers robust training to every team member across our organization — from new hires to senior executives. We develop around 90% of our training internally, and partner with a variety of renowned providers to supplement our offerings.

　　What you’ll be working on:

　　Summary:

　　Savers is searching for a friendly and efficient Voice of The Customer Specialist to join our customer care team. In this role, you will answer customer inquiries and resolve issues via appropriate channels, and maintain knowledge of our business and service, obtain customer feedback, and participate in trainings for business changes.

　　A top-notch Customer Care Specialist will demonstrate excellent time management skills and be passionate about customer service and self-improvement. Ideal candidates should be great brand ambassadors who are willing to go the extra mile to ensure customer satisfaction.

　　Customer Service Specialist Responsibilities:

　　Promptly responding to customer queries via email, web forms, phone, and social media channels.

　　Triage or escalate cases that require additional oversight or subject matter expertise.

　　Collaborate with colleagues or managers to find the best solutions to customers’ issues.

　　Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.

　　Maintaining a polite, helpful, and professional manner at all times.

　　Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.

　　Familiarizing with new programs and services as they are introduced.

　　Attending trainings and meetings as required.

　　What you have:

　　High school diploma or GED.

　　Practical experience with help desk software, such as Salesforce Service Cloud may be helpful.

　　Previous experience in a customer service role is preferred.

　　The ability to respond appropriately under pressure.

　　Sound judgment and excellent problem-solving skills.

　　A positive attitude and the ability to build relationships with clients.

　　Creatively and proactively assist customers through multiple contact channels within given guidelines – sometimes simultaneously

　　Identify and analyze issues, patterns and trends in customer requests; assisting leadership with surfacing these findings to the appropriate business teams

　　The ability to respond to customer concerns, complaints and questions via web forms, emails, calls, Twitter, Facebook, Instagram and other emerging social channels

　　Internet & tech savvy

　　Excellent attention to detail and ability to recognize patterns

　　Great people skills and a desire to learn new things

　　Social Media experience within a Customer Service environment a plus

　　Outstanding written and verbal communication skills

　　Interest and knowledge in retail operations a plus

　　FLSA: Hourly

　　Travel: <5% - One to two times per year

　　Work Type/ Location: Remote US

　　Savers is an E-Verify employer