Claires
divh2Customer Service Representative/h2pAt Claires, the customer comes first, and this role is critical in upholding that value. The Customer Service Representative serves as one of the primary contacts for escalated and complex customer inquiries, complaints, and issues. This role is responsible for investigating, resolving, and documenting high-priority customer cases, ensuring a professional and positive brand experience. This representative analyzes customer feedback trends to identify systemic issues and collaborates with internal partners to drive continuous improvement in products, services, and operational processes./ph3Key Responsibilities/h3ulliServe as the main point of contact for complex, high-priority customer issues received via all channels, including inbound/outbound phone calls, written correspondence (email/mail), and social media escalations./liliManage queue of cases, utilizing empathy, and problem-solving skills to resolve complaints, focusing on retention and brand loyalty./liliConduct thorough investigations by collaborating with corporate teams (e.g. Loss Prevention, Marketing, Training, Retail Operations) to gather all necessary information and ensure complete resolution./li/ulh3Data Analysis
Reporting/h3ulliTrack, categorize, and analyze customer contact data to identify root causes of frequent complaints and emerging issues, bubbling up issues to management to drive systemic change./liliPrepare and present weekly or monthly reports to management outlining key complaint trends, service failures, and the business impact of issues./li/ulh3Process Improvement
Advocacy/h3ulliCollaborate with Retail Operations team to translate key customer issues and service gaps into actionable training and policy improvements./liliServe as the voice of the customer in internal meetings, advocating for necessary changes to policies, products, and operational procedures to enhance the overall customer experience./liliDevelop and maintain a comprehensive knowledge base of company policies, products, and standard operating procedures to ensure accuracy in all communication./li/ulh3Qualifications
Experience/h3ulliHigh school diploma or equivalent (required)./lili2+ years of experience in a customer service, client relations, or call center environment, with proven experience handling escalated customer issues./liliExceptional written and verbal communication skills; ability to convey empathy and professionalism in all customer interactions./liliStrong analytical skills with the ability to identify trends, analyze data, and report findings to management./liliProficiency with CRM software and case management systems (e.g., Zendesk, Salesforce)./liliHigh level of integrity, patience, and discretion when handling sensitive or confidential customer matters./li/ulh3Why Join Us/h3pBe the voice of Claires. This role is your opportunity to be on the frontline of our customer experience, ensuring every interaction reflects our commitment to fun, confidence, and self-expression. Your work is vital: you will be the empathetic, helpful voice that solves problems, calms concerns, and turns a service issue into a moment of brand loyalty. Join a dedicated team committed to setting the standard for customer care in a fast-paced environment./ppIf you have a passion for customer service and want to help us deliver the joyful Claires experience every single day, we want you on our team./ppCompensation Range: $20.50 - $28.00/ppClaires is committed to adhering to all applicable company policies and federal, state, and local laws and regulations. All positions will be compensated at or above the legally mandated minimum wage for the location in which work is performed. The final compensation will be determined by various factors such as relevant work experience, education, certifications, skills, and geographic location./ppBenefits for full-time employees included medical, dental, and vision insurance, voluntary welfare plans, bonus plan eligibility, 401(k) match, vacation time, sick time* and paid leave./ppBenefits for part-time employees included voluntary welfare plans, 401(k) match, vacation time, sick time* and paid leave in required states./pp*Sick Time: For the State of Washington, all employees will accrue paid sick time at the rate of 1 hour for every 30 hours worked./ppClaires is an equal opportunity employer committed to diversity, equity, and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require./ppInformation received relating to accommodation will be addressed confidentially. To request accommodation, please email Benefits@claires.com. Only messages sent for this purpose will be considered./p/div
Reporting/h3ulliTrack, categorize, and analyze customer contact data to identify root causes of frequent complaints and emerging issues, bubbling up issues to management to drive systemic change./liliPrepare and present weekly or monthly reports to management outlining key complaint trends, service failures, and the business impact of issues./li/ulh3Process Improvement
Advocacy/h3ulliCollaborate with Retail Operations team to translate key customer issues and service gaps into actionable training and policy improvements./liliServe as the voice of the customer in internal meetings, advocating for necessary changes to policies, products, and operational procedures to enhance the overall customer experience./liliDevelop and maintain a comprehensive knowledge base of company policies, products, and standard operating procedures to ensure accuracy in all communication./li/ulh3Qualifications
Experience/h3ulliHigh school diploma or equivalent (required)./lili2+ years of experience in a customer service, client relations, or call center environment, with proven experience handling escalated customer issues./liliExceptional written and verbal communication skills; ability to convey empathy and professionalism in all customer interactions./liliStrong analytical skills with the ability to identify trends, analyze data, and report findings to management./liliProficiency with CRM software and case management systems (e.g., Zendesk, Salesforce)./liliHigh level of integrity, patience, and discretion when handling sensitive or confidential customer matters./li/ulh3Why Join Us/h3pBe the voice of Claires. This role is your opportunity to be on the frontline of our customer experience, ensuring every interaction reflects our commitment to fun, confidence, and self-expression. Your work is vital: you will be the empathetic, helpful voice that solves problems, calms concerns, and turns a service issue into a moment of brand loyalty. Join a dedicated team committed to setting the standard for customer care in a fast-paced environment./ppIf you have a passion for customer service and want to help us deliver the joyful Claires experience every single day, we want you on our team./ppCompensation Range: $20.50 - $28.00/ppClaires is committed to adhering to all applicable company policies and federal, state, and local laws and regulations. All positions will be compensated at or above the legally mandated minimum wage for the location in which work is performed. The final compensation will be determined by various factors such as relevant work experience, education, certifications, skills, and geographic location./ppBenefits for full-time employees included medical, dental, and vision insurance, voluntary welfare plans, bonus plan eligibility, 401(k) match, vacation time, sick time* and paid leave./ppBenefits for part-time employees included voluntary welfare plans, 401(k) match, vacation time, sick time* and paid leave in required states./pp*Sick Time: For the State of Washington, all employees will accrue paid sick time at the rate of 1 hour for every 30 hours worked./ppClaires is an equal opportunity employer committed to diversity, equity, and inclusion and we encourage applications from members of all underrepresented groups, including those with disabilities. We will accommodate applicants needs, upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require./ppInformation received relating to accommodation will be addressed confidentially. To request accommodation, please email Benefits@claires.com. Only messages sent for this purpose will be considered./p/div