Customer Service Representative

Lilly Pulitzer•King of Prussia, PA

3d•Onsite

About The Position

The Customer Service Representative has the primary responsibility of enhancing the experience of the Lilly Pulitzer® consumer who contacts us through the call center. This is inclusive of Ecommerce, Retail, Wholesale, and Internal consumers. Other responsibilities include delighting and appeasing the customer, representing the brand effectively to consumers, and providing an experience that is consistent with our Sunshine Service guidelines and expectations. The primary points of interaction with consumers will be through phone, email, live chat, and social channels. The Customer Experience team members are challenged daily and expected to be exceptionally solution-oriented, innovative, and determined. The Customer Service Representative is a key member of our Direct-to-Consumer team. The Customer Service Representative has three primary objectives: Provide exceptional, solution-oriented, and personalized customer experience that is consistent with our Sunshine Service Guidelines and expectations. These communications will be through phone, email and live chat communication and will result in increased spend levels and high retention. Play a key role in finding solutions for escalated scenarios and resolving open issues. Provide overall support for the Customer Service team during peak seasons and online sale events.

Requirements

2 or 4-year degree in communications, retail merchandising, general studies, or other closely related subject ; Bachelor’s degree preferred.
1-3 years’ previous customer service/ call center environment.
1-3 years’ previous Sales, or retail experience
Excellent interpersonal and motivational skills, innovative and self-starter.
Positive attitude and an engaging businesslike approach.
Ability to respond clearly and professionally either verbally or in writing to inquiries or complaints from customers.
Excellent attention to detail, and organizational skills.
Ability to perform a high volume of transactions accurately with limited supervision.
Proficiency in using personal computers, including proficiency in Microsoft Windows, Word, Excel, and Power Point.
Ability to master the EREG POS system, along with any new POS systems that are implemented.
Ability to understand data flows and understand how stock levels and product data is captured and populated on the website.
Ability to work comfortably and productively in all MS Office Applications
Pleasant, friendly, and engaging speaking voice
Exceptional “solution-oriented” nature
Comfort in dealing with new technology and systems.
Ability to multi-task while managing time.
Demonstrated ability to work in a fast-paced environment.

Responsibilities

Handle all customer inquiries and complaints via phone, email, and live chat promptly, accurately, and efficiently.
Document and update consumer records based on interactions.
Maintain a knowledge base of the evolving LP brand.
Listen and respond appropriately while placing online and/or telephone orders.
Service and process e-commerce exchanges.
Process manual returns and exchanges resulting from Retail purchases.
Locate items and complete the sale for Consumers.
Responds to irate callers in a courteous, professional manner.
Performs other duties as assigned or required by supervisor.
Adheres to attendance guidelines to ensure successful contribution to team’s goals and performance.
Flexible and willing to help work on department initiatives as needed.
Meet or exceed all CSR goals.
Maintain department productivity levels for customer satisfaction.
Use creative problem-solving skills in questionable service requests to increase retention.
Handle large call volumes while maintain focus on the customer at hand.
Troubleshoot billing questions within PayPal, CyberSource, Afterpay , and Klarna.
Communicate with Retail Stores to reiterate policies for consumer satisfaction purposes.
Work closely with our Signature Store owners, which are privately owned stores that represent our brand.
Provide phone support during peak seasons, as well as during the online sale in August and January each year.
Responsible for self-education of the product seasonal line and will need to know multiple seasons that correlate to both E-Commerce and Retail product.