SUMMARY

JOANN’s Customer Care team is looking for energetic, thoughtful and highly motivated problem solvers who are passionate about creating best in class customer service for our customers.

In this role, they will be a Brand Ambassador as part of the Corporate Communications Team and are responsible for front line interaction and problem resolution with JOANN internal and external customers. They will engage with our customers through various channels including inbound phone calls, emails, click-to-chat, SMS, social media and letters. They also serve as a point of contact for our outsourcing partners by answering internal questions through chat and completing escalated tasks. They will be counted on to contribute quality interactions that engage and create customer loyalty and promote JOANN’s mission and values. While this is a remote position, some weekend, holiday and overtime hours may be required throughout the year based on business demand.

PRINCIPAL DUTIES

• Serve as a point of contact for our outsourcing partners by answering internal questions and completing escalated tasks. Communication and problem resolution with our internal and external partners, but not limited to, all levels of field management, stores, distribution centers, vendors and other store support center personnel via phone and email to resolve customer and departmental issues.
• Front-line interaction and problem resolution with JOANN customers through various methods, including inbound phone calls, emails, click-to-chat, SMS, social media or letters. Utilization of many different web-based systems including Microsoft Applications and eCommerce platforms and databases, like SAP, IBM Sterling and Gladly to complete and track these communications.
• Deliver a positive customer experience and meet quality and productivity goals and expectations.
• Other miscellaneous tasks and escalations as assigned by department leaders along with other partners in the organization.

WORKING CONDITIONS

• This is a remote position
• First week of training will be in-person in Hudson, OH

KNOWLEDGE, SKILLS & ABILITIES

• Accountability and results orientation
• Customer focus
• Teamwork and collaboration
• Growth mindset
• Excellent verbal and written communication skills
• Ability to deal with conflict
• High sense of urgency
• Multi-tasking abilities in a fast-paced environment
• Basic computer skills including knowledge of Microsoft applications

EDUCATION & EXPERIENCE

Minimum Education: High School or GED
Preferred Education: 2 Year/ Associate degree
Minimum Experience: 0-2 years Customer Service Experience
Preferred Experience: 2-3 Years Call Center Experience

*Compensation for this role starts at $14.50 per hour and will vary based on experience.*

This position will be located at:

Eligibility for benefits and incentives is dependent upon employment status. JOANN offers the following benefits and incentives to eligible Team Members:

• Medical, Dental and Vision benefit plans
• Company-paid basic, Optional, and Dependent life insurance
• Long-term disability and Company-paid Short-term disability
• Paid Time Off and Sick Time
• 401(k) Retirement Plan with an employer % match and Employee Stock Purchase Plan
• Tuition Reimbursement
• Team Member Discount

For more details on benefits and eligibility requirements, Click Here or visit https://joann.myben.site/

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