Job Description

Support Center - Irving

The Great Experience Maker responds to customer contacts through all channels regarding questions, problems and concerns.

Major Activities ​

• Handles customer questions via call, email and store escalation.
   

• Provides support in an up-beat and friendly manner.
   

• Logs all calls into the appropriate systems including detailed descriptions, history, and resolution of issues.
   

• Provides professional, timely and efficient follow-up by providing status updates and resolution information.
   

• Provides on-the-job training to new or less knowledgeable Customer Care agents.
   

• Maintain working knowledge of products.
   

Other duties as assigned

Minimum Education

• High School Diploma or GED

Minimum Special Certifications or Technical Skills

• Strong familiarity using computers and the internet

Minimum Type of Experience the Job Requires

• 1 year of previous Customer Service experience

Other

• Strong verbal and written communication skills
• Exceptional customer service, listening, problem solving and interpersonal skills
• The ability to diagnose, troubleshoot and resolve (and follow up) issues over the phone in a fast-paced, dynamic environment
• Must be flexible and comfortable working in a new business environment
• A passion for crafting/making a plus
• Must be able to work any shift (7-9 Mon-Friday 8-7 Sat-Sun)

Preferred Education

• College coursework a major plus

Preferred Type of Experience the Job Requires

• Retail experience a plus

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth. From our Stores and Distribution Centers to Artistree and our Support Center, our best-in-class team is committed to delivering on our purpose to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,290 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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