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Customer Service Lead (OVERNIGHT SHIFT)

Company: Revolve
Location: Cerritos
Posted on: May 1, 2021

Job Description:

Meet REVOLVE: REVOLVE is the virtual home for an unrivaled collection of over 700 of the world's most-coveted established and emerging brands in women's and men's designer apparel, shoes and accessories. REVOLVE provides the highest quality online and mobile shopping experience, serving the style-savvy consumer with impeccable customer service. Based in Los Angeles, REVOLVE's aesthetic is deeply rooted in the Southern California lifestyle from which it was founded, where a savvy view of fashion and fun-loving attitude are infused into the entire REVOLVE customer experience. For more information please visit www.revolve.com At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 800+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It's our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive. To take a behind the scenes look at the REVOLVE "corporate" lifestyle check out our Instagram @REVOLVEcareers or #lifeatrevolve. Are you ready to set the standard for Premium and Luxury online shopping? Main purpose of the Senior Customer Service Representative role: Assist Managers in training and developing customer service representatives. Answering inbound escalated calls, chats, and emails with professionalism and excellent support. Other duties may be added as needed. The Details: Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Train and develop newly hired Customer service representatives.
  • Review email, chat, and phone call communications ensuring that company policies and ideals are upheld.
  • Answer inbound telephone calls and providing excellent customer support
  • Respond to customer questions and comments via phone, email, and live chat with speed and professionalism
  • Responsible for researching and resolving complaints to ensure customer retention and satisfaction
  • Handle escalated customer calls, emails, and chats as needed.
  • Follow up on all written correspondence and escalate to Customer Service Manager on duty as necessary
  • Coordinate and follow up with other departments to ensure problem resolution, and work together with other Customer Service team members to promote an environment of customer satisfaction
  • Able to navigate proficiently through multiple systems
  • Keep current and train Customer Service Representatives with all new policy and procedures Required competencies: To perform the job successfully, an individual should demonstrate the following competencies:
    • Ability to work in a team environment and give honest and direct feedback
    • Ability to work in the intensity of a high-volume inbound call center and capable of upholding the highest quality standards for individual output
    • Knowledge of apparel construction and fabrication and various fashion categories
    • Creative aptitude and vision to recognize, understand, and respond to the needs of e-commerce customers
    • Ability to work evenings and weekends - (Overnight: Mon-Fri 9:30PM - 6:00AM) Minimum Qualifications:
      • Experience with Microsoft word and excel
      • High School Diploma
      • Type 50+ words per minute Preferred Qualifications:
        • Some College
        • 2+ years in customer service, help desk or call center experience in a retail environment
        • 1+ years team leadership experience
        • Type 60+ words per minute
        • Working knowledge of website navigation
        • Experience with Microsoft Word and Excel A successful candidate works well in a dynamic environment with minimal supervision. At REVOLVE we all roll up our sleeves to pitch-in and do whatever it takes to get the job done. Each day is a little different, it's what keeps us on our toes and excited to come to work every day. ATTENTION: After submitting your application, please check your spam folder for emails on your application status. Emails are sent from an ADP email address.

Keywords: Revolve, Cerritos , Customer Service Lead (OVERNIGHT SHIFT), Hospitality & Tourism , Cerritos, California

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