Advanced Customer Care Associate

**Location:** Remote We inspire purpose\-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding. We’re here for it. We think ***you should be too.*** The Advanced Customer Care Associate elevates the customer experience by delivering exceptional service across every channel, phone, chat, email, and beyond. This role serves as a skilled troubleshooter, managing escalated issues with urgency, empathy, and sound judgment to preserve and strengthen long\-term customer relationships. **A day in the life of an Advanced Care Associate...** * Demonstrate a high quality of customer service and accountability by maintaining a positive, empathetic and professional attitude toward internal and external customers * Build lifetime relationships with customers through ownership of complex follow\-up and resolution * Maintain passion for the brand and expertise in products and services * Suggest alternative product solutions and/or upsell based on customers’ needs * Highly proficient at expressing information and concepts clearly and professionally and adapts communication style to audience and situation * Respond to domestic and international customer questions, requests and concerns via all channels while achieving team and department goals * Work in speciality groups when assigned * Manage escalated customer concerns by providing advanced solutions and/or compensation to customers based on department guidelines. * Ownership of customer needs from start to finish by being the customers Hero * Work closely with all business partners to facilitate solutions and provide timely feedback * Develop and maintain effective, collaborative relationships with internal and external customer * Offer support to others in all settings, be a team player * Provide on demand coaching to Customer Care associates to support first contact resolution * Adhere to all Customer Care Guidelines * Perform other duties, as assigned **What you'll bring to the table...** * Strong problem solving skills including customer de\-escalation and a can\-do attitude * Excellent reading and written language skills (English): good math skills * Excellent organizational skills, ability to multi\-task and navigate through multiple systems in a fast\-paced environment * Excellent telephone presence, interpersonal skills, and ability to communicate effectively with a diverse group of people * Excellent data entry, typing and computer skills * Ability to be self\-sufficient, manage