Customer Service Representative

4 weeks ago

Irvine, California, United States Tillys Full time

Job Title: Customer Service Representative

Job Summary: We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Tillys. As a Customer Service Representative, you will be responsible for providing exceptional customer service to our customers through phone, email, and chat.

Key Responsibilities:

  • Provide customer support via phone, email, and chat to enhance the customer experience
  • Utilize call tracking system to log, categorize, correspond, and manage customer inquiries
  • Research and resolve first-level order issues while using good decision-making skills to determine the best outcome and customer appeasement
  • Provide checkout and site navigation support to ensure a smooth shopping experience
  • Assist and educate customers with order and tracking status inquiries
  • Answer product, promotion, loyalty, and general questions
  • Provide feedback to manager to improve customer service-related operations
  • Communicate with the distribution center as needed to ensure a smooth order process

Qualifications:

  • Ability to make decisions and work independently
  • Strong problem-solving skills
  • Ability to multitask and navigate multiple systems while taking calls and chats simultaneously
  • Detail-oriented and organized with the ability to prioritize individual workload
  • Strong verbal and written communication skills
  • Excellent customer service skills
  • Proficient in basic computer and typing skills, Excel, and MS Word
  • Independent, self-motivated, team player
  • Able to effectively communicate with all levels of staff and management
  • Able to effectively use common office equipment
  • Able to flex between an office and remote work environment

Education and Experience:

  • 1 year of customer service experience required
  • 1 year of call center experience preferred
  • 1 year of retail experience preferred
  • High School Diploma required
  • Bachelor's Degree preferred

Language Skills:

  • Excellent interpersonal skills
  • Strong verbal and written communication
  • Proficient in English

Work Environment:

  • Typical office environment with low-level noise exposure

Salary Range: $16-$17 per hour

Tillys is an equal opportunity employer and will consider applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Municipal Code, Chapter XVIII, Article 9 (Los Angeles Fair Chance Initiative for Hiring (Ban the Box)).

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