{"id":3621117,"url":"https://alion.io/job/fossil-customer-care-representative-us-customer-care","title":"Customer Care Representative - US Customer Care","company":{"id":1861776,"name":"Fossil","domain":"fossil.com","url":"https://alion.io/company/fossil-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":75,"open_postings":35,"ghost_share":0,"stale_share":0.971,"repost_share":0.029,"time_to_fill_p50_days":36,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Richardson, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-02T12:00:00Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-03T03:46:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Customer Care Representative\nMake An Impact\nFossil is seeking a Customer Care Representative to join our Customer Care team. As a Customer Care Representative, you'll provide technical support to our internal team, collaborate with colleagues and external partners, ensure orders are processed smoothly, and offer exceptional support to both customers and fellow customer service representatives.\nWhat you will do in this role:\nDeliver exceptional customer service by promptly responding to inquiries, resolving complex issues, and maintaining a professional demeanor across all interactions.\nPerform high-volume, accurate data entry, system updates, and documentation across CRM and order management platforms.\nProcess order adjustments and customer refunds, accurately calculating dollar and percentage amounts in accordance with company policies.\nInvestigate and track lost or delayed repair shipments, coordinating directly with carriers, warehouse staff, and repair technicians to locate missing items.\nReview and manage fraud orders, analyzing transaction flags and suspicious account activity to protect against chargebacks and unauthorized purchases.\nEnsure accurate and timely order processing, managing customer purchases from initial entry through fulfillment.\nTroubleshoot technical issues, researching root causes to implement sustainable solutions for customers and internal teams.\nCollaborate cross-functionally with internal departments and external partners to resolve operational bottlenecks.\nIdentify patterns and trends in customer inquiries, data discrepancies, or order issues to recommend ongoing process improvements.\nSupport team operations by sharing technical knowledge, assisting peers, and maintaining accurate operational records.\n* This role is on a hybrid schedule, 4 days in the office and 1 day working from home, with the exception of the first two weeks of training*\nWho You Are\nA high school diploma is required.\nAt least 1 year of customer service or equivalent experience is required.\nMust be available to work a Monday-Friday schedule, with potential weekend coverage during peak holiday seasons.\nUnderstanding of CRM platforms.\nProficient math skills, including the ability to accurately calculate and process refunds involving both percentages and dollar amounts.\nStrong technical skills and aptitude for learning new technologies.\nExperience with data entry, administrative tasks, and record-keeping.\nStrong investigative and problem-solving skills.\nComfortable working in a fast-paced environment.\nPassion for delivering exceptional customer service.\nStrong interpersonal skills and ability to build positive relationships with both internal and external stakeholders.\nAbility to identify trends, recognize patterns, and report on observations.","description_format":"text","description_chars":2788,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Watches","Smartwatches & Fitness Trackers"],"lifecycle":[{"event":"open","at":"2026-11-02T18:27:51Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":0,"expected_fill_days":36,"reasons":["conf:2","stale_co","velocity","win:early","comp:junior,brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/fossil-customer-care-representative-us-customer-care","json_url":"https://alion.io/job/fossil-customer-care-representative-us-customer-care.json","meta":{"generated_at":"2026-11-03T06:58:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9750,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1861776},"rest":"https://alion.io/mcp/rest/get_company?id=1861776"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffossil-customer-care-representative-us-customer-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffossil-customer-care-representative-us-customer-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffossil-customer-care-representative-us-customer-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fossil-customer-care-representative-us-customer-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffossil-customer-care-representative-us-customer-care"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3621117}},{"tool":"search_jobs","arguments":{"company":"fossil.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3621117},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}