Customer Service Representative - Reading, PA

DTLR, Inc. • Reading, PA

9d

About The Position

Come work for us! We are looking for dedicated employees to join our team to help our customers have the best experience possible every time they enter a DTLR store. Our employees are key to our success. POSITION SUMMARY: The Customer Service Specialist is responsible for providing exceptional customer service for DTLR customers. We expect this person to be a fantastic advocate for our customers, delivering superior service and helping design the best service policies. This full-time position will involve delighting customers as the front-line resource over phone, email, live chat, solving customer service issues as they arise, and supporting the marketing, operations and fulfillment processes as needed.

Requirements

• Passionate about customers.
• Strong affinity for people and ability to get along with anyone and everyone.
• You love developing relationships with customers, delighting them with your positive attitude and outstanding customer service skills.
• Communication skills.
• Exceptional communication skills with customers and team members; friendly and pleasant demeanor over email and phone.
• Must be comfortable talking with customers on the phone as needed.
• Hands-on. You are comfortable with a high volume of support issues to be addressed and have fast writing skills.
• You thrive in a fast paced, growth company environment.
• Organized and detailed oriented.
• Excellent organizational skills, multi-tasking skills and attention to detail.
• Resourceful. You see a project from idea stage through successful completion - and whatever it takes to make it a success, and your job will be fast-paced.
• Hurdles are inevitable, but you take it upon yourself to take ownership, assess options and get something done.
• Self sufficient. Ability to work independently and make decisions with minimal supervision.
• Not afraid of math.
• 2+ years related experience.

Nice To Haves

• Bilingual a plus (English/Spanish).
• Tech savvy. Able to understand the basic workings of ecommerce platforms; experience with Magento systems a plus.
• Some basic accounting experience a plus.

Responsibilities

• Committed to providing a stellar customer experience.
• Understand, anticipate, and resolve customer inquiries and issues in a friendly, helpful manner; delighting customers whenever possible.
• Become an expert on DTLR and the products sold on our website (www.dtlr.com) and at our brick and mortar store locations.
• Offer advice and help customers find what products they need to fill their particular needs.
• Quickly and thoroughly solve problems for customers when deliveries, transactions or experience don't go 100% as planned.
• Excited to provide thoughtful, strategic insight regarding customer needs to our marketing, operations, merchandise, and community engagement departments.
• Identify and escalate priority issues that need immediate attention, route more complex issues to appropriate department.
• Do whatever it takes to make the customer happy.
• Generate refunds and handle credits.
• Track shipments and handle returns.
• Answer all inbound phone calls.
• Work to fix not only the immediate issue but also dig for underlying problems and proactively document and hand them off for resolution.
• Handle special projects as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees