Customer Care Associate

About Catalyst Brands

Catalyst Brands is a retail operating company formed by the merger of SPARC Group and JCPenney

It manages a portfolio of five iconic American apparel and retail brands—JCPenney, Aéropostale, Brooks Brothers, Lucky Brand, and Nautica—focused on accelerating growth through shared technology and data

We bring scale, expertise and wider-than-ever appeal to customers across America

We are a diverse community of people, all working together to bring sensational style, sensible prices and the best service possible to our customers

We’re looking for talented individuals who want to work in an energetic, respectful, collaborative environment

With a wide array of jobs, training and more, there are countless opportunities for you to grow your career with us.

Key Responsibilities: 

The position will play an integral part in the company’s growth initiatives including but not limited to: 

• Handle inbound calls & chats from customers regarding Catalyst products, services, and orders. 

• Provide accurate and timely information to customers, addressing their questions and concerns effectively. 

• Assist customers with order placement, order status inquiries, returns, exchanges, and other related requests. 

• Troubleshoot customer issues and complaints, working to find appropriate and satisfactory resolutions. 

• Document all customer interactions accurately and completely in the company's systems. 

• Escalate complex or unresolved issues to the appropriate team or supervisor. 

• Maintain a positive and empathetic attitude while interacting with customers, even in challenging situations. 

• Adhere to company policies, procedures, and service level agreements (SLAs). 

• Participate in training sessions and team meetings to stay updated on product knowledge, system updates, and customer service best practices. 

• Meet or exceed key performance indicators (KPIs) related to call handling, customer satisfaction, and quality. 

Minimum Requirements: 

• 0-3 years of experience in a customer service environment with International Call handling experience. 

• Bachelor’s degree in any discipline. 

• Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed. 

• Ability to work and make decisions independently. 

• Requires the ability to communicate effectively (verbally and written). 

• Ability to multi-task without losing speed or accuracy. 

• Willingness to work in night shifts or rotational weekly Off’s. 

• Basic knowledge in Microsoft Word and Excel. 

• Typing Speed-30 WPM with 80% accuracy. 

• lace where everyone feels valued and respected

  We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.