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Customer Care Advocate

2 months ago

Santa Fe Springs, United States Fashion Nova Logistics Full time
About Us
At Fashion Nova, we have strived for success and creativity to make this the top e-commerce brand in the world. With a team based out of Los Angeles, California, we are motivated to take Fashion Nova to the next level. Our goal is to hire candidates that are positive go-getters and problem solvers who love fashion. The right candidate should be able to work independently in a fast-paced and always evolving environment.

About The Role
Under direct supervision, the Seasonal Customer Care Support Advocate provides support and assistance to a global customer base across a variety of platforms including web submission and social media. This is a full-time, seasonal employment opportunity until January 10, 2025, with a possibility for extension and/or conversation. As a Seasonal Customer Care Support Advocate, your role is to support the Customer Care Team while working to maintain positive relationships between departments and servicing the needs of the customer. You must be an effective communicator and a multitasking guru. Primary responsibilities include claims processing, agent account inquiries, escalated issues, and other one-off tasks as needed.

Responsibilities
  • Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, web submission, and social media
  • Use different systems / software as needed to complete the tasks, such as Salesforce, Shopify, HighJump, etc.
  • Respond and resolve a variety of issues using our CRM while providing a high level of service in a timely manner.
  • Communicate with all teams to reach the best solution for new issues and/or problems that arise.
  • Assist customers to resolve their issues, including but not limited to: credits, refunds, returns, order problems, missing / damaged items, shipping / tracking, claims, inventory, sizing, feedback / complaints as necessary.
  • Handle communications between transport companies and internal teams to ensure successful claim processing.
  • Resolving higher tier level issues that are escalated from other agents.
  • Depending on the company needs and scheduling, step in to resolve other customer related issues, including but not limited to: using email services, upselling, assisting with training, offering feedback, or responding / resolving reviews and complaints as needed.
  • Support other customer care center locations by answering questions, resolving issues, or assisting with training.
  • Assist the Warehouse Teams with locating and supplying missing customer information requests.
  • Work collaboratively with other agents to achieve key performance metrics and reach goals.
  • Demonstrate accountability for daily performance (i.e. AHT, FCR, CSAT, occupancy, adherence, and attendance).
  • Use available knowledge / training tools to maintain proficiency across all channels and assigned skills.
  • Complete special projects as requested by the management team.
  • Any other duties assigned by management.
Required Skills
  • Minimum six (6) months - one (1) year of previous customer service, contact center, e-commerce, or retail experience.
  • High School Diploma or equivalent.
  • Customer service experience is a must.
  • Familiarity with contact center metrics, scorecards, and KPI's.
  • Customer centric attitude with stellar quality attributes in tone/demeanor/critical thinking.
  • Experience using online software applications and services.
  • Familiarity with CRM Tools, such as Salesforce.
  • High ability to work efficiently and quickly without a lack of superior quality.
  • Exceptional attention to detail and quality control.
  • Ability to work autonomously to organize and prioritize workload in a dynamic environment.
  • Effective communication and interpersonal skills.
  • Work both independently and as part of a team in a fast-paced multi-tasking environment.
  • Flexible thinker, that is able to adapt and customize responses to customers.
  • Ability to work with direct supervision, and work well with others at all levels in the organization.
  • Typing WPM: 35 or above
  • Commit to a mandatory additional hours of work per week during high demand season
  • Being flexible to work both weekdays and weekends
  • Being able to work remotely on specified days
Benefits
  • Employee Discount
  • Kitchen stocked with great snacks and drinks
  • Fun and friendly culture


EEOC STATEMENT

Fashion Nova, Inc., and subsidiaries thereof, is an Equal Opportunity Employer. We are steadfast in our commitment to equal employment opportunities and pledge that these objectives are reflected in all aspects of our daily operations. We will continue to recruit, hire, train, and advance in employment qualified individuals in all job titles without regard to race, color, national origin, gender, sexual orientation, gender identity, religion, age, status as a protected veteran, criminal history, or status as an individual with a disability; and shall not discriminate against any individual, any such characteristic, nor any other classification protected by local, state and|or federal law.