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 inquires 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
• 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 pass a Color Deficiency test
• Must pass Grammar and Writing Assessments
• High school diploma or Ged required
• Post high school education preferred
• One year of recent Customer Service experience is a plus; preferably within a revenue-generating inbound Contact Center environment
• 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 Manager
• Detail oriented
• 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
• Bi-lingual in Spanish or Canadian French is a strong plus
• Varied hours as business needs change
• 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