Customer Service Representative

7 days ago

Santa Fe Springs, California, United States Fashion Nova Full time
About Fashion Nova

Fashion Nova is a leading trend-to-market fashion and lifestyle brand with high-growth categories across its Women, Men, Kids, and Beauty divisions. As a Seasonal Customer Care Support Advocate, you will play a crucial role in delivering exceptional customer experiences across various platforms, including web submissions and social media.

Key Responsibilities

• Provide quick, thorough, and meaningful interactions to customers through email, web submission, and social media
• Utilize different systems and software, such as Salesforce and Shopify, to complete tasks
• 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
• Resolve higher-tier level issues that are escalated from other agents
• Depending on 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

Requirements

• 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.

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