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Customer Care Center Coordinator

Want to be a part of something awesome? Be part of a team working in one of the most innovative, exciting retail spaces in the country. JOANN has become more than a place where people buy fabric and crafts; it's a place where people come together to celebrate making things with their hands, hearts, and minds. Every day, we strive to inspire creativity in ourselves and our customers. Join us in having courage, cleverness and passion as we help people find their happy place.
Summary
The Customer Service Coordinator is Responsible for front-line interaction and problem resolution with Jo-Ann internal and external customers through various methods, including inbound phone calls, emails, chat sessions, voice mail, faxes, social media or letters. They will engage in professional communications that contributes to customer loyalty and promote the JOANN values and products. Evening, weekend, holiday and overtime hours are required based on business demands.
Scope
Daily, front-line interaction and problem resolution with Jo-Ann internal and external customers through various methods, including inbound phone calls, emails, chat sessions, voice mail, faxes, social media or letters. Utilization of many different web-based systems including Google Applications and eCommerce platforms and databases, like SAP, to complete and track these communications. Deliver a positive customer experience and meet quality and productivity goals and expectations.
Daily, direct communication with internal and external partners including, but not limited to, all levels of field management, distribution centers, other store support center personnel, and vendors, via phone and email to resolve customer and departmental issues.
Other miscellaneous tasks as assigned by department leadership
Education Requirements
Minimum: High School Diploma or GED.
Preferred: 2 year/Associate's Degree.
Experience
Minimum: 0-2 years with 1 year customer service, retail store or contact center experience.
Preferred: 3-5 years with 2-3 years contact center experience.
Other Skills
Accountability and results orientation
Customer focus
Teamwork and collaboration
Communicate effectively, both in verbal and written interactions
Ability to deal with conflict
High sense of urgency
Multi-tasking abilities in a fast-paced environment.
Our company is an Equal Employment Opportunity Employer. This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Jo-Ann Stores, LLC. is an at-will employer, which means that your employment may be terminated by the Company or yourself with or without notice or cause unless the at-will arrangement is modified by a written agreement signed by both you and the Chief Executive Officer of the Company.



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