Customer Service Representative

3 days ago

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

Fashion Nova is a leading trend-to-market fashion and lifestyle brand with high-growth categories across its Women, Men, Kids, and Beauty divisions. Our brand is renowned for delivering the most-wanted styles to millions worldwide, earning us the title of the Top 5 Most-Searched Fashion Brand on Google in 2022, alongside Louis Vuitton and Nike.

Our founder and CEO, Richard Saghian, launched the brand in 2006, from a retail location in Los Angeles. After multiple store openings, Saghian launched the e-commerce website for Fashion Nova in 2013, pioneering a disruptive social commerce model of affordable, on-trend, size-inclusive clothing online - powered by an innovative, social media-first marketing strategy.

Today, Fashion Nova has amassed over 40 million social media followers, with annual sales of approximately $2 billion. Our brand's name has been featured in chart-topping hit songs by Cardi B, Drake, 21 Savage, Saweetie, The Game, Tyga, and Offset, and our styles have been worn by many celebrities, artists, and athletes, including Meg The Stallion, Ice Spice, Chris Brown, Floyd Mayweather, Rick Ross, Kourtney Kardashian, and Kylie Jenner.

About The Role

As a Seasonal Customer Care Support Advocate, you will provide support and assistance to a global customer base across various 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 conversion.

Responsibilities
  • Provide quick, thorough, and meaningful interactions to customers through various platforms, including email, web submission, and social media.
  • Use different systems and software as needed to complete tasks, such as Salesforce, Shopify, and HighJump.
  • 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.
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.

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