Advanced Customer Care Associate

Crate & Barrel; Northbrook (IL); On-site; USD 38,000 - 60,000; Full time

Job summary

Crate & Barrel is seeking an Advanced Customer Care Associate to elevate the customer experience across phone, chat, email and beyond. You will serve as a skilled troubleshooter, managing escalated issues with urgency, empathy and sound judgment to preserve and strengthen long-term customer relationships.

A day in the life includes delivering high‑quality service, resolving complex follow-ups, upselling when appropriate, and collaborating with partners to provide timely solutions.

Qualifications

• 1+ years of customer service experience in retail, hospitality or contact center.
• Advanced knowledge in phone, email and/or chat.
• High School Diploma or GED preferred, not required.

Responsibilities

• Demonstrate high-quality customer service and accountability across channels.
• Resolve escalated issues with urgency and empathy.
• Own the customer journey from start to finish.
• Suggest alternative product solutions and upsell when appropriate.
• Collaborate with internal partners to provide timely solutions.

Skills

Customer service

Problem solving

Multitasking

Communication

Empathy

Upselling

Education

High School Diploma or GED

Tools

Google platform

Job description

The Advanced Customer Care Associate elevates the customer experience by delivering exceptional service across every channel, phone, chat, email, and beyond. This role serves as a skilled troubleshooter, managing escalated issues with urgency, empathy, and sound judgment to preserve and strengthen long-term customer relationships.

A day in the life of an Advanced Care Associate...

• Demonstrate a high quality of customer service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers
• Build lifetime relationships with customers through ownership of complex follow-up and resolution
• Maintain passion for the brand and expertise in products and services
• Suggest alternative product solutions and/or upsell based on customers' needs
• Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation
• Respond to domestic and international customer questions, requests and concerns via all channels while achieving team and department goals
• Work in speciality groups when assigned
• Manage escalated customer concerns by providing advanced solutions and/or compensation to customers based on department guidelines.
• Ownership of customer needs from start to finish by being the customers Hero
• Work closely with all business partners to facilitate solutions and provide timely feedback
• Develop and maintain effective, collaborative relationships with internal and external customer
• Offer support to others in all settings, be a team player
• Provide on demand coaching to Customer Care associates to support first contact resolution
• Adhere to all Customer Care Guidelines
• Perform other duties, as assigned

What You'll Bring To The Table...

• Strong problem solving skills including customer de-escalation and a can-do attitude
• Excellent reading and written language skills (English): good math skills
• Excellent organizational skills, ability to multi-task and navigate through multiple systems in a fast-paced environment
• Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people
• Excellent data entry, typing and computer skills
• Ability to be self-sufficient, manage time in a scheduled work environment, supporting the team and the customer
• Thorough working knowledge of email, internet browsers, and Google platform
• Possess a selling focus including offering Crate and Barrel Credit Card (CBCC), alternative items, upsell and provide a supportive shopping experience

We'd love to hear from you if you have...

• High School Diploma or GED is preferred, not required
• 1+ years of customer service experience in retail, hospitality or contact center
• Advanced knowledge in phone, email and/or chat required