Assistant Specialist, Customer Care Communications

Abercrombie & Fitch Co.; Columbus (OH); Hybrid; USD 40,000 - 70,000; Full time

Benefits offered by this job

401(K) savings plan with company match

Flexible spending accounts

Medical, dental, and vision insurance

Life and disability insurance

Paid parental and adoption leave

Access to mental health and wellness app

Paid time off & one paid volunteer day

Work from anywhere options

Onsite fitness center

Merchandise discount

Job summary

Join a dynamic team at a leading global retailer where you will play a crucial role in enhancing customer care communications. As an Assistant Specialist, you'll maintain the internal knowledge base, ensuring that all training materials are accurate and up-to-date. Collaborating with subject matter experts, you will help drive improvements in customer care operations while supporting associates with timely information. This role not only offers a chance to impact customer experience but also provides a supportive work environment that values your contributions and encourages professional growth. Embrace the opportunity to be part of a company that prioritizes inclusivity and personal development.

Qualifications

• Ability to manage multiple priorities while keeping the customer first.
• Strong communication skills required for collaboration and updates.

Responsibilities

• Maintain and update the internal knowledge base for global Customer Care.
• Collaborate with SMEs to ensure accuracy of training materials.
• Track knowledge usage and assist with customer-impacting issues.

Skills

Strong verbal communication skills

Strong written communication skills

Ability to adapt in a fast-paced environment

Detail-oriented

Organizational skills

Tools

Microsoft Office

CRM systems

Job description

Assistant Specialist, Customer Care Communications

• Full-time

Job Description

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training on new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges related to customer impacts and store operations.

The Assistant Analyst, Customer Care Communications role is responsible for maintaining and updating the internal knowledge base and new hire training reference materials used across all global Customer Care operations. They collaborate with SMEs to ensure all reference materials are accurate and up to date. Additional key tasks include communicating reference material updates, tracking knowledge usage and course completion rates, managing CRM templates, and supporting reference material improvements based on associate feedback. The position also requires working with internal and external teams to enhance knowledge retention, as well as participating in weekend on-call support for customer-impacting issues.

This job is located at our Global Home Office in Columbus, Ohio.

What Will You Be Doing?

• Support daily knowledge base updates and communications based on business, industry, and customer needs
• Work closely with Customer Care Experience SMEs to communicate customer-impacting issues to Contact Centers partners
• Monitor, review, and team up with Customer Care SMEs to implement end user feedback and drive improvements within internal knowledge base used across global Customer Care operations
• Regularly review, maintain, and update resources that include promotional activity, product knowledge, and store information to ensure knowledge base is up-to-date and reflects accurate information
• Team up with subject matter experts to support knowledgebase maintenance and new hire training resource updates for new products, features, services, and customer care experience initiatives
• Work closely with internal Experience Support partners and external Quality Assurance team members to support improvements on overall knowledge retention
• Continually maintain, update, and request translations as needed for templated response functionality in CRM
• Track and distribute knowledgebase usage and course completion rates to ensure agents are leveraging all resources available and able to effectively support the customer
• Assist with weekend on-call rotation to ensure that any customer-impacting issues are addressed timely

What Do You Need To Bring?

• Ability to adapt in a fast paced, ever changing, and collaborative team environment
• Ability to manage multiple priorities, projects, and deliverables while keeping the customer at the forefront of everything we do
• Strong verbal and written communication skills
• Proficient in Microsoft Office applications
• Organized, self-starter, and detail-oriented

Our Company

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

Our Values

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:

• 401(K) savings plan with company match
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER