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Stephanie Voss

Stephanie Voss

Sr. Project Specialist

JCPenney

Dallas/Fort Worth Area

I led a project to move our social media customer service team from the Home Office to our call center in Columbus, OH. I am currently working on a project that will allow our social media customer service team to begin monitoring and answering customers on Twitter. I have worked for a bank, retail, and sales – all in the c...

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JCPenney

Sr. Project Specialist

• Answer escalated calls, emails and mail for Corporate Customer Care regarding inquires pertaining to complaints, compliments, associates
• Work with the CEO’s office directly to handle executive complaints from customers
• Investigate and solve customers problems, which may be complex or long standing that have been passed onto the store or.com
• Handle sensitive customer concerns such as security issues or fraud
• Partner with Legal, Product Development, and the Buying Teams to ensure all merchandise is in compliance and meets industry standards
• Gather customer information to process claims with third party insurance carrier
• Monitor and answer social media inquiries on Facebook, Twitter, and Google +
• Keep accurate records of discussions or correspondence with customers, team member, and all parties
• Use up to 8 systems concurrently
• Analyzing statistics or other data to determine the customer’s history with the company
• Provide performance feedback in absence of the manager to the team and resolve conflicts that arise
• Launch and complete online courses to stay current of skills and trends to support the multiple area within jcp
• Develop training manuals for Clarify, Gift Card requests, and Infovision
• Monitor and evaluates team member’s customer service calls
• Provide instruction and guidance to team members for appropriate resolution aligned with vision of company
• Trained associates in order to move the social monitoring aspect of customer support from the Home Office to the support team in Columbus