Customer Service Representative - Bilingual (Hybrid)

Claire's; Hoffman Estates (IL); On-site; USD 35,000 - 50,000; Full time

Job summary

Claire's in Hoffman Estates, Illinois, is looking for a dedicated Customer Service Representative to manage complex customer issues across multiple channels. This role emphasizes empathy and proactive problem-solving, aiming to enhance brand loyalty.

Ideal candidates will have 2+ years in customer service environments, exceptional communication skills, and proficiency in CRM software. Bilingualism in English and Spanish is a significant plus. Join Claire's to be at the forefront of creating joyful customer experiences.

Qualifications

• 2+ years of experience in customer service or call center environment.
• Exceptional written and verbal communication skills.
• Strong analytical skills to identify trends.

Responsibilities

• Serve as the main point of contact for customer issues.
• Manage queue of cases using problem-solving skills.
• Conduct investigations and collaborate with corporate teams.

Skills

Customer service

Communication

Analytical skills

CRM software proficiency

Bilingual (English and Spanish)

Education

High school diploma or equivalent

Tools

Zendesk

Salesforce

Job description

Key Responsibilities

• Serve 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.
• Manage queue of cases, utilizing empathy and problem‑solving skills to resolve complaints, focusing on retention and brand loyalty.
• Conduct thorough investigations by collaborating with corporate teams (e.g., Loss Prevention, Marketing, Training, Retail Operations) to gather necessary information and ensure complete resolution.
• Track, 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.
• Prepare and present weekly or monthly reports to management outlining key complaint trends, service failures, and the business impact of issues.
• Collaborate with Retail Operations to translate key customer issues and service gaps into actionable training and policy improvements.
• Serve 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.
• Develop and maintain a comprehensive knowledge base of company policies, products, and standard operating procedures to ensure accuracy in all communication.

Qualifications & Experience

• High school diploma or equivalent (required).
• 2+ years of experience in a customer service, client relations, or call center environment, with proven experience handling escalated customer issues.
• Exceptional written and verbal communication skills; ability to convey empathy and professionalism in all customer interactions.
• Strong analytical skills with the ability to identify trends, analyze data, and report findings to management.
• Proficiency with CRM software and case management systems (e.g., Zendesk, Salesforce).
• High level of integrity, patience, and discretion when handling sensitive or confidential customer matters.
• Bilingual in English and Spanish; French language would be a plus.

Why Join Us

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.

If you have a passion for customer service and want to help us deliver the joyful Claire’s experience every single day, we want you on our team.