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, you will be a JOANN Brand Ambassador and a part of the Corporate Communications Team. The Customer Care Coordinator is responsible for front line interaction and problem resolution with JOANN internal and external customers. This role 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.

JOB 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.

EDUCATION & EXPERIENCE

Education Minimum: High School Diploma or equivalent

Education Preferred: Associate’s Degree in Business or related field

Experience Minimum: 0-2 years of customer service experience

Experience Preferred: 2-3 years of customer care center experience and/or retail experience

WORKING CONDITIONS

While this position is remote, training may be occasionally done on-site at the Store Support Center (SSC) 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 (Word, Excel, Outlook, etc.)

This position will be located at:

5555 Darrow Road Hudson, OH 44236

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  
• Tuition Reimbursement 
• Team Member Discount

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

.