Purpose Of The Job

Provide extraordinary service to both our internal and external customers. 


  • Assist Customer Service Representatives with escalated situations, exception approvals, and any additional assistance that our agents require.
  • Assist China agents via IM, Tier 2 and “Supervisor” contacts, following department expectations.
  • Assist agents with customer inquiries by use of phone. Contact Division Representatives will contact an internal extension to speak with a Support Desk Agent.
  • Provide support to Contact Division Representatives in regards to Customer Service policies and procedures.
  • Negotiate with customers and make decisions for exceptions to Customer Service policies and procedures, including the areas of returns, claims and price-matching.
  • Handle escalated issues and contact reasons that are typically high in handle time duration and sensitive in nature.
  • Provide follow-up information, via email, to customers regarding the status of CS or VF Helpdesk cases.
  • Assist internal and external departments with various customer-related tasks, as requested by management.
  • Provide Coaching moments during calls in the event you see an area of opportunity for our Customer Service Representatives.
  • Other duties as assigned

Minimum Requirements & Special Attributes

  • High School diploma or GED.
  • 2 years of customer service experience.
  • Must have excellent attendance.
  • Must be self-directed and effective working independently, yet equally comfortable contributing in a team environment.
  • Strong written and oral communication skills
  • Excellent listening skills and patience.
  • Ability to coach, gain and maintain trust with Customer Service Agents.

Essential Mental and Physical Functions

Decisions generally affect own job or specific functional area. This position performs a variety of routine duties within established policies and procedures or by referral to supervisor’s guidelines.

Physical Functions:
Sitting required 80% of the time. Walking and standing required 10% of the time. No heavy lifting required

Equipment Used

Standard office and computer equipment including MSOffice software.

Work Environment

Cubicle office environment.

Supervisory Responsibilities


Language Skills

Must be able to speak, read, write and comprehend English.

Travel Requirements

Travel is not required.
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