Customer Relations Representative - Express - Columbus, OH - ReqCode 2861520

Express is a specialty apparel and accessories retailer of women's and men's merchandise, targeting the 20 to 30 year old customer. The Company has over 30 years of experience offering a distinct combination of fashion and quality for multiple lifestyle occasions at an attractive value addressing fashion needs across work, casual, jeanswear, and going-out occasions. The Company currently operates more than 600 retail stores, located primarily in high-traffic shopping malls, lifestyle centers, and street locations across the United States, Puerto Rico, Canada and also distributes its products through the Company's e-commerce website, www.express.com.
-Handle incoming customer inquiries to the Express Home Office through multiple channels: phone, email, mail, internet
-Support a great customer experience by resolving customer issues within company guidelines
-Work with field, Home Office, and vendor partners
-Manage customer cases from start to finish
-Balance multiple cases at once
-Conduct transaction and tender research in various systems and applications
-Mitigate risk by recognizing sensitive situations and escalating appropriately
-Document customer feedback to share with Home Office and field partners
-Coach field leaders through customer interactions
-Work with upper field leaders (DMs, RMs) to resolve store-related customer concerns
-Provide recognition to field by reporting complimentary feedback from customers
-Analyze statistical tracking of customer issues and develop training / tips to reduce controllable calls
-Assist in providing proactive, positive guidance and updated information to stores from Home Office via Store Communications tools

-Strong communication and reading comprehension skills
-Strong telephone and written communication skills
-Strong follow-through skills
-Ability to multi-task
-Retail experience preferred
-Spanish bilingual a plus
An equal opportunity employer, Express, LLC does not discriminate in hiring or terms and conditions of employment because of an individual's race, color, religion, gender, national origin, citizenship, age, disability, sexual orientation or marital status. Express, LLC only hires individuals authorized for employment in the United States.