URBN Contact Center Customer Service Representative

This position is located at 220 Bobby Jones Expressway, Augusta, Georgia, 30907 United States Role Summary:

As a URBN Contact Center Representative, your primary responsibility is to enhance our customer’s journey through the ordering process and provide high-level customer support on existing orders. To be successful in this role, you will need to accept ownership for effectively solving customer issues, complaints, and inquiries and keeps customer satisfaction at the core of every decision.

• Manage high volume inbound and outbound calls in a timely manner.
• Identify customer needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Initiate genuine conversation to engage customers in a personalized way where customers feel welcome, heard, and valued.
• Provide a frictionless customer experience by utilizing technology to transact at the moment.
• Keep a record of all conversations in a comprehensible way.
• Meet personal and team qualitative and quantitative targets.

• Must be 18 years or older
• High school degree or GED is preferred.
• Previous experience in a customer support role
• Strong phone and verbal communication skills, as well as active listening are required.
• Customer-focused, with the ability to adapt to a variety of personality types.
• Ability to multi-task, set priorities, and manage time effectively
• Comprehend and follow work instructions to meet productivity and quality standards

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit www.urbn.com/work-with-us/benefits

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.