Ref #:
W161197
Department:
Sales & Customer Support
City:
High Point
State/Province:
North Carolina
Location:
United States
Pay Range Max
Pay Range Min
Company Description
Ralph Lauren Corporation (NYSE:RL) is a global leader in the design, marketing and distribution of premium lifestyle products in five categories: apparel, accessories, home, fragrances, and hospitality. For more than 50 years, Ralph Lauren's reputation and distinctive image have been consistently developed across an expanding number of products, brands and international markets. The Company's brand names, which include Ralph Lauren, Ralph Lauren Collection, Ralph Lauren Purple Label, Polo Ralph Lauren, Double RL, Lauren Ralph Lauren, Polo Ralph Lauren Children, Chaps, among others, constitute one of the world's most widely recognized families of consumer brands.
At Ralph Lauren, we unite and inspire the communities within our company as well as those in which we serve by amplifying voices and perspectives to create a culture of belonging, ensuring inclusion, and fairness for all. We foster a culture of inclusion through: Talent, Education & Communication, Employee Groups and Celebration.
Position Overview
Develop customer relationships to increase customer loyalty for the Ralph Lauren brands supported on the websites and in national advertising. Interact with customers in a multi-channel environment, utilizing multiple systems, and browsers, in an efficient and professional manner. Learn and effectively articulate the Brand and the product of Ralph Lauren to ensure the delivery of a legendary customer experience in every contact.
Essential Duties & Responsibilities
- Learn Ralph Lauren products and lifestyle in order to respond to inquiries about the current season of merchandise featured on Ralph Lauren Corporation websites
- Maintain a positive, customer centric focus
- Assist customers with navigating and placing orders on the websites
- Respond to a variety of incoming contacts including products, sales/promotions, orders and returns via different contact channels
- Listen to customers to understand their needs; utilize knowledge and tools to appropriately respond to their needs
- Maintain a thorough knowledge and skill base of: product, operations, policies, procedures and computerized information systems
- Confidently navigate the Ralph Lauren websites, internet, customer support systems and company supported intranet
- Communicate and manage customer conflict resolution in a professional manner
- Use effective decision-making , problem solving and communication skills
- Research inquiries and de-escalate customer’s concerns
- Use appropriate telephone etiquette and interpersonal skills
- Provide merchandise recommendations to customers who are placing orders and inquiring about items
- Demonstrate professionalism by creating a positive image for the Ralph Lauren Corporation
- Confidently interact with customers and other internal departments in a clear, concise, courteous and professional manner
- Perform other duties and special projects as assigned
Experience, Skills & Knowledge
- Must be a current Contact Center Customer Service Representative working in the Ralph Lauren Contact Center
- Must have at least one year of recent experience in the Customer Service role
- Must be in the top ranking and must not have any behavioral, performance, or attendance occurrences/levels active within the past 6 months
- Previous retail experience is a plus
- Internet savvy, with the ability to navigate through multiple browsers and various search engines
- Solid keyboard and computer skills - including Microsoft and Windows based programs
- Ability to work in a fast-paced environment under the direction of a Team Supervisor
- Detail oriented with excellent verbal and written business communication skills
- Professional, flexible, positive team player
- Ability and willingness to learn new skills and technologies
- Passion for providing great service to customers
- Must be able to work weekends, evenings and holidays
Work Conditions:
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components
- Ability to sit for extended periods of time
Must be able to work the following schedule:
Sunday: Off
Monday: 11:30 AM - 8:00 PM
Tuesday: 11:30 AM - 8:00 PM
Wednesday: Off
Thursday: 11:30 AM - 8:00 PM
Friday: 11:30 AM - 8:00 PM
Saturday: 10:00 AM - 6:30 PM
Ralph Lauren will consider for employment qualified applicants with arrest or conviction records in a manner consistent with the requirements of the law, including any applicable fair chance laws.
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