Customer Service Associate - Call Center

Ocean State Job Lot (“OSJL” or the “Company”) is a dynamic $850+ million general merchandise retailer with a strong foothold across the Northeast and Mid-Atlantic. With over 170 stores currently and ambitious plans to reach 180 locations, OSJL offers exciting opportunities for growth and contribution. We are an opportunity-driven retailer owning over 50% of our operating locations, totaling 8 million square feet, demonstrating our stability and long-term vision. At OSJL, you will be part of a team committed to delivering exceptional value to our customers while driving positive change and a more responsible future for retail within our communities.

Job Description:

The Customer Service Associate role at Ocean State Job Lot (“OSJL” and “Company”) is responsible for handling retail store associate and customer service issues from inception to resolution. This role has electronic contact with departments across OSJL and works with a team, under the direction of the Customer Relations Manager, to provide exceptional customer service to all retail store associates and customers.

Schedule: Primarily Weekdays 10:30am - 7:00pm with rotating Saturdays and Sundays

Key Responsibilities:

• Accurately respond to and resolve retail store associate and customer inquiries and complaints on a timely basis in accordance with Company policy.
• Handle customer service issues by telephone, in writing, and through messages and/or email inquiries from stores, escalating to the Customer Relations Manager as needed.
• Maintain up-to-date understanding of Company policies and procedures.
• Capture and report all customer contacts using a software application.
• Effectively utilize virtual means to communicate efficiently and work independently under remote conditions, as applicable.

Qualifications:

• High school degree or equivalent is required.
• One or more years of customer service or call center experience is preferred.
• Associate’s or Bachelor’s degree in a related field is preferred.
• Prior retail customer service experience is preferred.
• Proficient in Salesforce platform and Google (i.e., Sites, Slides, Drive, Docs, Sheets).

Work Environment:

• Works on a rotating schedule primarily in a climate controlled environment with minimal safety and health hazard potential.
• Weeknight and weekend assignments may be required.
• Works in an office environment remaining stationary at a desk, table, or computer workstation for extended periods of time. Frequently uses near vision for reading and computer tasks.
• May involve exposure to challenging customer interactions.
• The role will be required to utilize a personal device to verify logins for different websites and programs.
• Hybrid work option: Some work may be completed outside of the Company locations, with at least three (3) days a week in the Corporate Office. The role is responsible for setting up a professional and ergonomically safe work environment and to be available during working hours. Hybrid work options are not guaranteed and are subject to change at any time based upon Company policy, associate performance and business needs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position. Leadership has the right to revise this job description at any time. The job description is not a contract, either express or implied. You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.

OSJL Featured Total Rewards & Perks:

• Competitive Paid Time Off (PTO)
• Comprehensive Health Coverage: Including but not limited to Medical, Dental, Vision, and much more.
• 401K Program
• Flexible Spending Account (FSA)
• Tuition Reimbursement
• Associate Store 30% Discounts
• Enjoy complimentary access to OSJL-owned vacation properties, along with discounted gym memberships and 30% off at OSJL affiliated restaurants.
• Free lunch Fridays

The hourly pay range for this position is between $19.00 to $21.00/hour.

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