Advanced Customer Care Associate

Crate & Barrel; United States; Remote; USD 32,000 - 43,000; Full time

Job summary

Crate & Barrel is seeking an Advanced Customer Care Associate to elevate the customer experience across phone, chat, and email channels. You will troubleshoot escalated issues with empathy, maintain brand knowledge, and build ongoing relationships through effective problem solving.

The role emphasizes strong communication, organization, and a proactive, team-focused approach to support customers and drive satisfaction.

Qualifications

• 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.

Responsibilities

• Provide outstanding customer service across phone, chat, email and other channels.
• Resolve escalated issues with urgency, empathy and sound judgment.
• Build relationships and trust with customers through follow-up and resolution.
• Educate customers on products and services and upsell when appropriate.
• Collaborate with internal teams to deliver timely solutions.
• Guide customers through complex processes and ensure first-contact resolution.

Skills

Problem solving

English literacy

Multitasking

Phone etiquette

Computer skills

Upselling

Education

HS Diploma/GED

Job description

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding.

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

Euromarket Designs, Inc., which does business as Crate and Barrel and CB2, will be referred to as “the Company”. The Company is deeply committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact the location you are applying to here and ask to speak with a manager regarding the nature of your request.

The Company is an equal opportunity employer; applicants are considered for all positions without regard to race, color, religious creed, sex, national origin, citizenship status, age, physical or mental disability, sexual orientation, gender identity, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.

The Company participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the US.

State / City Compliance: The Company will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.