Job Description 

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training on new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges related to customer impacts and store operations.

The Coordinator, Customer Care Specialized Care will serve as a second-level contact for post-sale issues, escalations, and customer inquiries, ensuring the highest level of support and customer satisfaction. This role involves collaborating with internal departments, managing technology-related tasks, and maintaining thorough documentation. Additionally, the Coordinator will respond to public reviews, social media comments, and Better Business Bureau complaints to provide our customers excellent support across all platforms.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Serve as a second-level contact for post-sale issues or inquiries, leveraging excellent written communication and de-escalation skills; including but not limited to payment issues, loyalty account questions, agent decisioning rejections, and fraud investigations  
• Research and identify root causes of executive escalations, promptly reach out to customers for recovery, handle the resolution to the end, and provide an executive level recap
• Respond to customer ratings and reviews publicly on the website and privately via outbound email
• Handle inbound email contacts and flex to support chat and voice inquiries as needed
• Represent the brand and engage with customers on social media
• Reach out to customers who provide negative responses to customer satisfaction surveys to diagnose/address service opportunities and recover the customer
• Partner with Store's District Managers to resolve escalated store issues promptly
• Respond to questions from internal associates regarding discount code usage, order issues, etc.
• Partner with other departments (Legal, Marketing, Transportation, PR, etc.) to resolve customer issues and inquiries
• Respond to Better Business Bureau complaints publicly and resolve them timely to maintain an A+ rating
• Process and respond to customer mail returns and letters
• Assist with testing new technology and compiling improvement opportunities from the associate perspective
• Manage user activation/deactivation, password resets, and user audits for Contact Center associates
• Maintain thorough knowledge of systems for accurate information dissemination to customers
• Conduct research and analysis of account history to assess risk and detect fraud, partnering with supervisors to share findings and identify fraud trends and root causes
• Ensure proper security procedures are followed in all customer interactions
• Learn and retain a thorough working knowledge of all existing and new products and services
• Achieve assigned Key Performance Indicators (e.g., CSAT, Quality, UPH)
• Attend team meetings and additional training sessions as scheduled

What Do You Need To Bring? 

• High school diploma or equivalent required
• Friendly, upbeat personality with a passion for excellent customer service
• Strong written communication skills, using proper grammar
• Aptitude for navigating various software applications
• Ability to analyze situations, make quick decisions, and facilitate proper resolution
• Flexibility to adapt to changing business needs and processes
• Ability to defuse situations, identify root causes, and solve problems
• Ability to interact effectively with employees at all levels and work with diverse backgrounds
• Willingness to learn new information daily

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER